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Incident Resolution Expert

1 week ago

Wellington, Wellington, New Zealand Roman Health Pharmacy Llc Full time

Roman Health Pharmacy LLC is committed to delivering exceptional customer service and building long-lasting relationships with our clients. As a Problem Management Engineer, you will play a key role in driving our problem management process to a proactive stance, identifying trends in failures, and building automation and analytical capabilities.
About the teamOur Incident and Problem Management team are dedicated to maintaining the highest levels of reliability across our products and services. We're responsible for building and delivering robust processes and tooling around Incident management, ensuring that our customers receive exceptional service every time.
About the roleAs a Problem Management Engineer at Roman Health Pharmacy LLC, you will take ownership of regular Post Incident Actions to ensure focus is maintained on reliability across the business. This role will drive the problem management process to a proactive stance by using incident data to identify trends in failures, build automation and analytical capabilities, and chair Post Incident Review meetings to drive to root cause and identify contributory factors.

Responsibilities:
  • Take ownership of regular Post Incident Actions to ensure focus is maintained on reliability across the business
  • Drive the problem management process to a proactive stance by using incident data to identify trends in failures
  • Chair Post Incident Review meetings to drive to root cause and identify contributory factors

Requirements:

  • Proven exposure working in a highly technical environment within a SaaS or cloud business
  • 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