About the Role
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 im...
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