Problem Management Engineer

Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive.

At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of their lives so that they can help small businesses succeed through better tools, information and connections. Because when they succeed they make a difference, and when millions of small businesses are making a difference, the world is a more beautiful place.

**About the team**

Xero’s Incident and Problem Management team are a part of the Site Reliability Engineering (SRE) organization and are responsible for the build, delivery and ongoing maintenance of robust process 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 role**

As a Problem Management Engineer at Xero, 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 highlights opportunities for growth across the business. In addition, ensures that Post Incident Actions are documented assigned and tracked through to completion.

**What you'll do**:
- 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_

**What you'll bring**:
- 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 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

**Why Xero?**

Offering very generous paid leave to use however you’d like (plus statutory holidays), dedicated paid leave to care for your physical and mental wellbeing as well as 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, and many other benefits that reflect our human value, you’ll do the best work of your life at Xero.