Problem Management Engineer

Summary

Join Xero's Incident and Problem Management team as a Problem Management Engineer and take ownership of post-incident actions to ensure reliability across all products and services. You will drive the problem management process proactively, using incident data to identify trends and build automation and analytical capabilities. This role involves chairing Post Incident Review meetings, ensuring root cause identification, and tracking actions to completion. You will also create and monitor quality standards for post-incident artifacts and metrics. Xero offers a supportive environment with excellent benefits.

Requirements

• Proven exposure working in a highly technical environment within a SaaS or cloud business; preferably in a Service Operations, Service Management, or SRE role
• Strong communication (oral & written) skills including the ability to translate technical issues/concepts into agreed actions
• Practical experience in defining and managing problem management practices, processes and tools
• Experience and qualification in ITIL
• Experience and qualification in problem solving methodologies such as Kepner-Tregoe or alternative methodologies
• Highly experienced in Quantitative and Qualitative data analytic methodologies and tools
• Experienced in applying modeling techniques like machine learning algorithms to data in order to uncover patterns and predictive insights
• Experienced in visualizing data findings using data visualization tools like Tableau, Power BI and Excel
• Experienced in communicating data-driven insights and recommendations clearly to stakeholders through reports and presentations

Responsibilities

• Own post incident process and ensure it drives enduring reliability across all products and services within Xero
• Provide regular communication and reporting around the PIA landscape and ensures escalations occur promptly when actions are outside of agreed SLA’s
• Create and actively monitor quality standards for post incident artifacts and monitors and reports on adherence to those standards
• Own the creation, collection and ongoing monitoring of metrics and SLA’s associated with the problem management process including (but not limited to): TT* metrics associated with the incident
• MTT* metrics across all incidents within Xero
• SLA adherence for creation of Post incident artifacts such as Post Mortem documentation, Post Incident Review meeting completion and Post Incident Action completion

Benefits

• Very generous paid leave to use however you’d like (plus statutory holidays!)
• Dedicated paid leave to care for your physical and mental wellbeing
• An Employee Assistance Program to access mental health care for you and your family
• Free medical insurance
• Wellbeing and sports programmes
• Employee resource groups
• 26 weeks of paid parental leave for primary caregivers
• An Employee Share Plan
• Beautiful offices
• Flexible working
• Career development