Problem Management

Full-time Operations Specialties Managers

Roles and Responsibilities: Problem Management & RCA: Drive technical resolution of long-running problem records. Prepare and manage action plans to de-escalate outages and RCAs. Implement measures to prevent recurring outages. Support complex RCAs and drive internal initiatives to resolve systemic issues. Take necessary steps to address global escalations and critical incidents. Outage & RCA Governance: Review RCAs for critical or escalated customers. Participate in regional cadences and outage review meetings. Ensure standardization of problem management processes across teams. Analyze customer and stakeholder feedback and define actionable plans. Own continuous improvement framework for EOS delivery, driving resolution of impediments. Present incident trends, analysis, and action plans to senior management. Collaboration & Coordination: Work closely with cross-functional teams to resolve incidents end-to-end. Coordinate across teams and lines of business for effective problem resolu...