Senior Problem Manager

WHAT IS BOX? 

By joining Box, you will have the unique opportunity to continue driving our platform forward. Content powers how we work. It’s the billions of files and information flowing across teams, departments, and key business processes every single day: contracts, invoices, employee records, financials, product specs, marketing assets, and more. Our mission is to bring intelligence to the world of content management and empower our customers to completely transform workflows across their organizations. With the combination of AI and enterprise content, the opportunity has never been greater to transform how the world works together and at Box you will be on the front lines of this massive shift.

Founded in 2005, Box is headquartered in Redwood City, CA, and we have offices across the United States, Europe, and Asia.

WHY BOX NEEDS YOU 

Box is looking for a Problem Manager to drive our Problem Management Process in support of our platform. It is the responsibility of the Problem Manager to analyze data and trends from multiple incidents and identify themes which will drive the prioritization of Post-mortem Action Items across the organization. This is an integral job function within the Global Technical Operations Center that ensures the overall production site health and the performance of core customer facing journeys. 

WHAT YOU'LL DO 

• Overall ownership of the Problem Management process; including definition and tracking of critical success metrics.
• Active participation in Daily Incident Review meetings to understand the impact of recent incidents and identify patterns related to previous incidents.
• Lead a daily Problem Management review meeting, ensuring the team is meeting key objectives with respect to post-mortem SLA, repair item SLA as well as availability metrics
• Advise and guide the Incident Owner during the Post-mortem process, to ensure a thorough analysis is conducted and appropriate repair items have been identified.
• Track and report on the progress and completion of repair items across the Engineering organization; working with Engineering Leaders across Box to appropriately prioritize the work that comes out of our post-mortem process; driving improvements to availability, performance, and reliability.
• Analysis of Incident, event, and change data and the identification/prioritization of Problem trends.  Drive resolution of problem tickets with appropriate service owners.
• Lead a cross-organizational group of post-mortem facilitators, including training of new team members and distribution of workload across the team.
• Lead efforts to mature the Problem Management process at Box including process, tooling and reporting improvements

Box lives its values, with community and in-person collaboration being a core part of our culture. Boxers are expected to work from their assigned office a minimum of 2 days per week, with a focus on Tuesdays and Thursdays. Your Recruiter will share more about how we work and company culture during the hiring process.

WHO YOU ARE 

• Strong understanding of ITIL processes in a large-scale, high uptime environment
• Enjoy collaborating with teams across the organization and have the ability to influence and drive towards shared objectives
• Proficient in Linux systems for supporting SaaS products
• Familiarity with observability tools such as Splunk, Datadog, Wavefront, Catchpoint, ThousandEyes, Sensu, Distributed Tracing, RUM and know how to effectively utilize their capabilities in a large-scale environment
• Knowledge of virtualization and containerized platforms, including Openstack and Kubernetes
• Confident communication skills from individual-contributor level up to C-level staff
• Natural problem-solving abilities and can effectively work with engineering teams to drive technical solutions
• Data-driven mindset with a collaborative perspective on continual service improvement
• Bachelor's degree in Computer Science or Information Systems or equivalent technical field, or relevant work experience

Preferred Skills

• ITIL Certified
• Experience working in cloud implementations (GCP preferred, AWS)
• Understanding of networking technologies: TCP/IP, DNS, Routing, HTTP
• Outstanding interpersonal and communication skills.

Methodology

• Agile management - Scrum
• Issue tracking tool - Jira
• Knowledge repository - Confluence
• Code reviews - GitHub Enterprise 
• Version control system - Git

EQUAL OPPORTUNITY

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

For details on how we protect your information when you apply, please see our Personnel Privacy Notice.

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Last updated on Aug 14, 2024