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Problem Management Engineer Lead

1 week ago

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

Our Purpose at Roman Health Pharmacy LLC is to empower businesses with innovative solutions.
We achieve this by automating routine tasks, surfacing actionable insights and connecting businesses with the right data, advisors and applications.
When we succeed, we're not only making life better for entrepreneurs, we'll be building a stronger economy that can change the world.About the teamRoman Health Pharmacy LLC's Incident and Problem Management team are part of the Site Reliability Engineering (SRE) organization and are responsible for the build, delivery and ongoing maintenance of robust processes and tooling around Incident management.Problem Management will focus on ensuring the company's reliability stance is maintained, and risk of incident occurrence is reduced.
They are empowered to capture problems that exist across the business and drive timely resolution with engineering teams.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.
You'll build automation and analytical capabilities that allow for the identification of likely causes of future incidents, and where incidents have increased across services and products.Our Problem Management Engineers will be expected to chair Post Incident Review meetings and ensure they drive to root cause, identify contributory factors and highlight opportunities for growth across the business.
In addition, ensures that Post Incident Actions are documented, assigned and tracked through to completion.

Key Responsibilities:
  • Own post incident process and ensure it drives enduring reliability across all products and services within Roman Health Pharmacy LLC
  • Provide regular communication and reporting around the PIA landscape and ensure escalations occur promptly when actions are outside of agreed SLAs
  • Create and actively monitor quality standards for post incident artifacts and monitor and report on adherence to those standards

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
What You'll Bring:

Desirable Skills:

  • 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