Provide technical leadership during major incidents, partnering with engineering teams to restore services quickly and ensure system reliability.
Implement structured problem management practices to identify root causes and drive permanent fixes.
Maintain quality control and auditing for hosting and infrastructure services while collaborating with business leadership to align technical priorities.
Direct and coordinate technical teams during major incidents to triage and mitigate service-impacting events, ensuring timely restoration of services.
Lead post-incident reviews and problem investigations, applying root cause analysis methodologies.
Design and implement secure, scalable web/middleware infrastructure and network administration solutions.
Configure and manage enterprise-level web servers, authentication and authorization systems, secure gateways, and related infrastructure components.
Collaborate with senior leadership and stakeholders to deliver technical goals and communicate complex technical issues to non-technical audiences.
Drive continuous improvement initiatives for incident and problem management processes using ITIL best practices.
Mentor engineers and guide technical troubleshooting across infrastructure technologies (servers, storage, networking, authentication, databases).

Bachelor’s degree or higher in Computer Science / Information Systems or a related field / work environment.
8+ years of experience in incident and problem management.
Flexibility to work within a “Follow the Sun” global shift ROTA, covering local daytime hours, including holidays and weekends, on a rotational basis.
Ability to be “on-call” as part of an on-call rotation shared across all team members.
Technical Skills: Web/middleware platforms (WebSphere, WebLogic, JBoss, Tomcat), HTTP servers (Apache, IIS), SSO, Ping, Siteminder, JMS, web services, LDAP, TCP/IP protocols, HTML5, Oracle DB, SQL DB, Linux and Windows engineering, cloud platforms (AWS, GCP), containerization (Kubernetes, Docker), IaC tools (Terraform, Ansible), monitoring tools (Prometheus, Grafana, Splunk).

Enjoy day-one eligibility for medical, dental, and vision coverage, plus supplemental plan options.
Spousal, domestic partner, and other eligible dependent coverage is available on select plans.
Choose tax‑advantaged HSA and FSA accounts to make everyday care more affordable.
Company‑paid basic life and AD&D, optional voluntary life and AD&D for you and your family, and short‑ and long‑term disability.
Opt into a legal plan, pet insurance, and travel accident coverage.
Adoption assistance and fertility planning coverage to caregiver support.
Access Dependent Care FSA for possibility of an employer match, a complimentary Care@Work membership, and up to 12 weeks of paid parental leave with eligibility for a thoughtful, gradual return.
401(k) with employer match and Employee Stock Purchase Plan (ESPP).
Financial wellness resources, career coaching, and optional long‑term care insurance.
Tuition reimbursement, flexible time off for exempt employees or paid time off for nonexempt employees, up to 12 paid holidays per year, commuter benefits, employee discounts, charitable gift matching, and paid volunteer time off, plus corporate volunteer events.

Senior Advisor – Major Incident Problem Manager

Key skills