Incident & Problem Manager

See yourself at Twilio

Join the team as Twilio’s next Incident And Problem Manager.

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a global company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business.

About the job

The Incident And Problem Manager at our end user computing organization is responsible for leading the identification, analysis, and resolution of recurring incidents and problems related to end user computing services. This role involves collaborating with cross-functional teams to investigate and resolve the underlying causes of incidents, implementing preventive measures, and driving continuous improvement in the end user computing environment.

Responsibilities

In this role, you’ll:

• Lead the problem management process for end user computing services, including problem identification, analysis, and resolution.
• Investigate and analyze recurring incidents and problems to identify the root causes and develop appropriate solutions.
• Collaborate with support teams, service desk, infrastructure teams, and other stakeholders to ensure timely and effective problem resolution.
• Develop and maintain a problem knowledge base, documenting known errors, workarounds, and resolutions for end user computing issues.
• Implement preventive measures and corrective actions to minimize the occurrence of incidents and improve the overall end user computing experience.
• Conduct trend analysis and provide insights to help identify areas for improvement in end user computing services and systems.
• Facilitate problem management meetings and ensure effective communication among stakeholders.
• Collaborate with change management and incident management teams to ensure seamless coordination and communication.
• Provide regular reports and updates on problem management activities, including the status of ongoing investigations, resolutions, and preventive measures.
• Continuously review and enhance the problem management process, leveraging industry best practices and lessons learned.

Qualifications 

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

Required:

• Bachelor's degree in computer science, information technology, or a related field.
• 3-6 Proven experience in problem management or a similar role, preferably in an end user computing environment.
• Strong analytical and problem-solving skills, with the ability to investigate complex technical issues related to end user computing services.
• Knowledge of ITIL (Information Technology Infrastructure Library) framework and best practices, specifically in problem management.
• Experience in root cause analysis techniques and methodologies, with a focus on end user computing issues.
• Excellent communication and interpersonal skills, with the ability to collaborate with cross-functional teams and stakeholders.
• Strong organizational and prioritization skills, with the ability to manage multiple problem investigations simultaneously.
• Familiarity with incident management, change management, and configuration management processes within an end user computing context.
• Certifications in ITIL, problem management, or related fields are a plus.

Desired:

• ITIL Foundation: ITIL (Information Technology Infrastructure Library) 
• ITIL Intermediate: Problem Management: 
• Six Sigma: Six Sigma is a methodology for process improvement and quality management. 
• Lean Six Sigma: Lean Six Sigma combines the principles of Lean and Six Sigma, emphasizing efficiency, waste reduction, 
• HDI Problem Management Professional: 
• Vendor-Specific Certifications: Depending on the specific technologies and systems used in the end user computing environment, vendor-specific certifications may be valuable. For example, certifications from Microsoft, Apple, Cisco, or other relevant vendors can demonstrate expertise in their respective products and technologies.

Location

This role will be remote based in Ireland

Travel 

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 10% travel is anticipated to help you connect in-person in a meaningful way. 

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!

If this role isn't what you're looking for, please consider other open positions.