Senior Problem Manager - Cloud Operations

San Diego, California, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Cloud Computing, Software, Information TechnologyIndustries

Requirements

Candidates should possess 6+ years of technical experience, with at least 2 years in problem/product management or a related field within customer support, operations, or engineering. A Bachelor's degree in computer science, Information Technology, or a related field is required, and an ITIL certification is strongly preferred. Proficiency in problem management processes, strong analytical and problem-solving skills, and experience with IT service management tools, particularly the ServiceNow platform, are essential. Strong scripting skills in JavaScript, Python, or equivalent languages, knowledge of cybersecurity principles, and excellent communication, collaboration, and leadership abilities are also required. Experience leveraging or critically thinking about AI integration into work processes is a plus.

Responsibilities

The Senior Problem Manager will focus on identifying and removing problems within customer cloud infrastructure, driving root cause investigations, and producing professional root cause analysis documentation for customers. This role involves ensuring the prioritization, planning, and execution of problem resolutions, developing and implementing evidence-driven process improvement initiatives, and contributing to the design of the Problem Management process, data modeling, reporting, policies, and procedures. Additionally, the Senior Problem Manager will provide training, coaching, and guidance to internal teams, present infrastructure issues and trends to all organizational levels, and collaborate on security-related escalations, including the analysis and resolution of software vulnerabilities.

Skills

Problem Management

Cloud Operations

Root Cause Analysis

Process Improvement

Cybersecurity

Risk Mitigation

Infrastructure Management

Customer Support

ITIL

ServiceNow

Cloud-based platform for digital workflows

About ServiceNow

ServiceNow offers a cloud-based platform that helps businesses automate and manage their operations, improving efficiency and enhancing customer and employee experiences. The Now Platform includes applications for IT operations, customer service, human resources, and security operations, all accessible over the internet. Targeting large enterprises across various industries, ServiceNow operates on a software-as-a-service (SaaS) model, generating revenue through subscription fees and professional services. The company's goal is to streamline business processes and drive digital transformation for its clients.

Santa Clara, CaliforniaHeadquarters

2004Year Founded

$81.5MTotal Funding

IPOCompany Stage

Consulting, Consumer Software, Enterprise SoftwareIndustries

10,001+Employees

Benefits

Generous family leave

Flexible PTO

Matched Donations

Retirement benefits

Annual learning stipends

Paid volunteer time

Risks

Competitors like Nvidia and Google Cloud may outpace ServiceNow in AI advancements.

Over-reliance on AWS infrastructure could pose risks if AWS changes its strategy.

The departure of Era Software's co-founder may lead to strategic shifts within ServiceNow.

Differentiation

ServiceNow's Now Platform offers comprehensive digital workflow solutions across multiple business functions.

The company focuses on large enterprises, providing tailored solutions for diverse industries.

ServiceNow's SaaS model ensures steady recurring revenue through subscription fees.

Upsides

ServiceNow's partnership with AWS enhances AI-powered workflows, driving enterprise innovation.

The integration with Crowe Cyber Economic Risk Analyzer boosts ServiceNow's cybersecurity capabilities.

ServiceNow's AI-driven campaign with Idris Elba increases brand visibility and engagement.

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