Problem Manager

2 days ago

Manila, National Capital Region, Philippines Five9 Philippines Inc. Full time ₱900,000 - ₱1,200,000 per year

Join us in bringing joy to customer experience.  Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.

Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.

Problem Manager

We are looking for a Problem Manager to join our team. This key role will work within Cloud Operations and Five9 teams to review, manage and implement permanent solutions for Problem records using ITIL Problem Management Processes.

Key Responsibilities:

  • Implement and maintain Five9's problem management process
  • Review problem candidates, assess against documented criteria and implement the problem management process for eligible issues
  • Manage the Problem Management process and coordinate all activities required to respond in compliance with SLA's and OLA's
  • Work with Incident Management and the NOC to isolate and group trending incidents, linking them to existing problems or create new problems for tracking
  • Proactively engage with Cloud Operations subject matter experts and leaders to review potential problem candidates for consideration
  • Drive improvements in production stability and customer service quality by ensuring completion of tasks associated with Problem resolution
  • Manage Post Mortem Analysis meetings for major Incidents in order to facilitate root cause identification and planning for remediation
  • Create and continually improve reporting process to monitor the performance of Problem Management process
  • Collaborate with Cloud Operations and Customer Success teams to ensure proper actions are being taken on prioritized customer-facing problems
  • Run scheduled Problems reviews with all appropriate Five9 stakeholders
  • Deliver Problem Management training and documentation to peers and junior tier support organizations

Key Skills:

  • 3+ Years IT Operations or Production Operations experience
  • Understanding of ITIL Framework Customer Service and/or Network Operations Center background
  • Project Management/Coordination skills
  • Experience with Jira, Confluence, and Slack
  • Experience with root cause, incident, and trend analysis
  • Solid base understanding of IT systems and infrastructure (network, DB, etc)
  • Excellent written and verbal communication skills
  • Experience working in a technical environment

Desirable Skills:

  • ITIL V3/V4 Training or Certifications
  • Excellent independent judgment
  • Exceptional attention to detail
  • Analytical and problem-solving focused
  • Process improvement and systems-thinking

Company Benefits

  • Company stocks
  • Annual merit increase based on performance
  • 15% night shift differential pay
  • Paid Leave with Cash Conversion
  • HMO with free dependents
  • Retirement Plan
  • Life Insurance
  • While on work from home setup: Internet and meal allowance are provided
  • Employee Assistance Program for mental and social well-being
  • Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women)

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills.  The more inclusive we are, the better we are.  Five9 is an equal opportunity employer.

Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.

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