EOS RPO
Senior Systems Operations Engineer
About this role:
Looking for a Technology Problem Manager responsible for leading the end‑to‑end Technology Major Problem Management lifecycle for high‑severity, enterprise‑impacting technology events. This role ensures root causes are thoroughly identified, systemic risks are mitigated, and recurrence of critical incidents is prevented.
The role partners closely with Technology Major Incident Management (TMIM), Platform Engineering, Change Management, Risk, and Technology Control teams to translate major incident outcomes into long‑term reliability, restorability, and resiliency improvements.
Key ResponsibilitiesOwn and manage Major Problem records originating from Priority 1, Priority 2, and approved Priority 3 Major Incidents.
Validate Major Problem intake criteria, scope, severity, and classification in alignment with TMIPM standards.
Lead and facilitate deep‑dive Root Cause Analysis (RCA) sessions involving multiple platforms and technology teams.
Ensure accurate documentation of root cause, contributing factors, configuration items (CIs), and business impact within the ITSM tool.
Drive creation, prioritization, and execution of Problem Tasks (PTasks) aligned to reliability, restorability, and resiliency objectives.
Partner with TMIM to ensure effective transition from incident resolution to problem investigation and closure.
Ensure corrective and preventive actions are tracked, completed, and validated prior to Problem closure.
Support preparation and review of Major Problem Review artifacts, executive summaries, and regulator‑ready documentation when required.
Analyze Major Problem trends to identify systemic issues and recommend preventative improvements.
Communicate Problem status, risk posture, and remediation progress to senior technology and business leadership.
Bachelors degree in Technology or Science
7+ years of experience in technology operations, production support, or service management.
Strong experience in Problem Management and Root Cause Analysis facilitation.
Demonstrated experience working with Major Incident / Command Center organizations.
Strong Verbal and Written skills and expert in handling executive communications.
Proficiency with ITSM platforms (e.g., ServiceNow) for Incident, Problem, and Change Management.
Strong stakeholder management and executive communication skills.
ITIL Foundation or higher certification.
Experience supporting large‑scale, 24x7 enterprise environments.
Experience managing customer‑impacting or regulatory‑sensitive technology events.
Familiarity with Technology Risk, Control, and Audit requirements.
Hands-On Working experience in core technologies like server, storage, Network, Database or application architecture and development.