Our Company
Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.
We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!
Customer Reliability Engineering - TDO
The Opportunity
We are looking for an individual with a strong incident and problem management background to join the Customer Reliability Engineering team. This individual should be self-motivated, detail oriented, and curious, always looking to dig deeper and ask the uncomfortable questions in pursuit of improving reliability and the customer experience.
What You’ll Do
Work across Adobe product and operations teams to facilitate and lead incident response and problem management, ensuring that incidents are resolved quickly, the root cause analysis is timely, and cross-team coordination is successful.
Break down complicated issues into core concepts and insights and communicate them to a wide variety of individuals, including engineering, support, operations, and product teams.
Identify and classify problems and their root causes, supporting timely resolution to prevent recurring incidents in accordance with established process.
Provide recommendations for improvement to services with the purpose of increased availability, improved service levels, and improved customer experience by reducing the number of operational issues.
Look for opportunities to apply best practices to improve reliability.
Perform incident trend analysis to identify problems and perform proactive problem management activities.
Provide guidance for conducting Root Cause Analysis (RCA), evaluate the RCAs provided, and conduct trend analysis.
Operate, maintain, and enhance problem management system and tools.
Work an alternating shift schedule.
Participate in an on-call rotation.
What You Need to Succeed
BS degree in IT, computer science, or a related technical field is preferred or 4+ years of experience in incident and problem management or equivalent practical experience.
Excellent information management practices, such as detailed documentation, usage of wikis, and other collaboration tools.
Advanced written and verbal communication skills, demonstrating the ability to effectively break down complex issues into simple concepts to both technical and non-technical audiences.
Ability to multitask in high-pressure situations.
Curiosity with a willingness to dive deeper, ask difficult questions, and pursue all paths of investigation.
