Verint Problem Manager - Cloud Ops & SRE 

United States 

89332351

Principal Duties and Essential Responsibilities:

• Lead the execution and evolution of the Problem Management practice across Cloud Operations
• Identify recurring and pervasive issues through data analysis and pattern recognition
• Facilitate and contribute to blameless postmortems and incident reviews
• Deliver actionable insights and recommendations to engineering and product teams
• Track and drive resolution of root causes, ensuring long-term fixes are implemented
• Build strong relationships with Engineering, SRE, and Support teams to foster a culture of shared responsibility
• Host recurring uptime and reliability review meetings with cross-functional stakeholders
• Communicate findings and progress clearly and concisely to executive leadership
• Serve as a trusted advisor during incident reviews and RCA development
• Develop and maintain KPIs, dashboards, and metrics to measure the effectiveness of Problem Management
• Contribute to the design and implementation of continuous service improvement (CSI) initiatives
• Ensure compliance with internal standards and regulatory require
• Mentor teams on best practices in problem identification, analysis, and resolution.

Minimum Requirements:

• 5 years experience in ITSM, SRE or DevOps environments
• Excellent communication skills, including executive-level reporting
• Tenacious follow-through and attention to detail
• Strong analytical and pattern recognition skills
• Proven ability to lead cross-functional initiatives and influence without authority
• Fast learner with a growth mindset and a passion for service reliability
• 3 years experience in these or similar technologies: ServiceNow; Jira/Confluence, Excel
• Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, as well as credit and drug screening, where applicable and in accordance with federal and local regulations

Preferred Requirements:

• Experience working in large-scale cloud environments
• Experience withMS PowerBI, Tableau, Cognos, MicroStrategy
• Experience writing customer-facing root case analysis (RCA) documentation
• Bachelor’s degree in a related field
• ITIL v4 certifications or equivalent experience
• Familiarity with SRE principles and blameless postmortem culture