Problem Manager

at Five9

Manila, Philippines (Hybrid)

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, 13^th 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.

View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal.

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