Verint Systems
At Verint, we believe customer engagement is the core of every global brand. Our mission is to help organizations discover opportunities previously only scarcely imagined by connecting work, data, and experiences enterprise wide. We hire innovators with the passion, creativity, and drive to answer constantly shifting market challenges and deliver impactful results for our customers. Our commitment to attracting and retaining a talented, diverse, and engaged team creates a collaborative environment that openly celebrates all cultures and affords personal and professional growth opportunities. Learn more at www.verint.com .
Overview of Job Function
As a Problem Manager - Cloud Ops & SRE within Verints Cloud Operations team, you will be a key driver of service reliability and continuous improvement. This role is central to identifying, analyzing, and resolving systemic issues across our cloud platforms. Youll work cross-functionally with Operations, Engineering, SRE, Support, and Product teams to ensure that recurring problems are addressed at the root cause levelimproving uptime, customer satisfaction, and operational efficiency.
This role blends traditional ITSM practices with modern SRE and DevOps principles. Youll lead blameless postmortems, facilitate uptime reviews, and provide executive-level insights into service health and improvement initiatives. This is a proactive, strategic position that directly impacts the quality and reliability of Verints cloud services. Youll be at the center of our efforts to reduce incidents, improve customer experience, and drive operational excellence.
Principal Duties and Essential Responsibilities:
Lead the execution and evolution of the Problem Management practice across Cloud Operations
Identify recurring and pervasive issues through data analysis and pattern recognition
Facilitate and contribute to blameless postmortems and incident reviews
Deliver actionable insights and recommendations to engineering and product teams
Track and drive resolution of root causes, ensuring long-term fixes are implemented
Build strong relationships with Engineering, SRE, and Support teams to foster a culture of shared responsibility
Host recurring uptime and reliability review meetings with cross-functional stakeholders
Communicate findings and progress clearly and concisely to executive leadership
Serve as a trusted advisor during incident reviews and RCA development
Develop and maintain KPIs, dashboards, and metrics to measure the effectiveness of Problem Management
Contribute to the design and implementation of continuous service improvement (CSI) initiatives
Ensure compliance with internal standards and regulatory require
Mentor teams on best practices in problem identification, analysis, and resolution.
Minimum Requirements: 5 years experience in ITSM, SRE or DevOps environments
Excellent communication skills, including executive-level reporting
Tenacious follow-through and attention to detail
Proven ability to lead cross-functional initiatives and influence without authority
Fast learner with a growth mindset and a passion for service reliability
Preferred Requirements Experience working in large-scale cloud environments
Experience writing customer-facing root case analysis (RCA) documentation
Bachelors degree in a related field
ITIL v4 certifications or equivalent experience
Familiarity with SRE principles and blameless postmortem culture
At Verint, we believe customer engagement is the core of every global brand. Our mission is to help organizations discover opportunities previously only scarcely imagined by connecting work, data, and experiences enterprise wide. We hire innovators with the passion, creativity, and drive to answer constantly shifting market challenges and deliver impactful results for our customers. Our commitment to attracting and retaining a talented, diverse, and engaged team creates a collaborative environment that openly celebrates all cultures and affords personal and professional growth opportunities. Learn more at www.verint.com. Verint Systems Inc. is an equal opportunity employer and is committed to maintaining a workplace free from discrimination, retaliation, and sexual and any other form of harassment. Verint has a zero-tolerance policy against any form of discrimination, retaliation, or harassment including sexual harassment or any other form of harassment based on race, color, religion, sex, age, national origin, genetic information, disability, veteran status, and any other classification or characteristic protected by applicable federal, state or local laws. Verint operates in accordance with all anti-discrimination laws and affords equal opportunities to employees and applicants without regard to any characteristic or protected class in our hiring, promotion and termination practices. For US Applicants _2025 Benefits Offering (https://fa-epcb-saasfaprod1.fa.ocs.oraclecloud.com/fscmUI/faces/AtkTopicContentQuickPreview?TopicId=300000196780014&Title=Verint+2025+Benefits)_ #J-18808-Ljbffr
Identify recurring and pervasive issues through data analysis and pattern recognition
Facilitate and contribute to blameless postmortems and incident reviews
Deliver actionable insights and recommendations to engineering and product teams
Track and drive resolution of root causes, ensuring long-term fixes are implemented
Build strong relationships with Engineering, SRE, and Support teams to foster a culture of shared responsibility
Host recurring uptime and reliability review meetings with cross-functional stakeholders
Communicate findings and progress clearly and concisely to executive leadership
Serve as a trusted advisor during incident reviews and RCA development
Develop and maintain KPIs, dashboards, and metrics to measure the effectiveness of Problem Management
Contribute to the design and implementation of continuous service improvement (CSI) initiatives
Ensure compliance with internal standards and regulatory require
Mentor teams on best practices in problem identification, analysis, and resolution.
Minimum Requirements: 5 years experience in ITSM, SRE or DevOps environments
Excellent communication skills, including executive-level reporting
Tenacious follow-through and attention to detail
Proven ability to lead cross-functional initiatives and influence without authority
Fast learner with a growth mindset and a passion for service reliability
Preferred Requirements Experience working in large-scale cloud environments
Experience writing customer-facing root case analysis (RCA) documentation
Bachelors degree in a related field
ITIL v4 certifications or equivalent experience
Familiarity with SRE principles and blameless postmortem culture
At Verint, we believe customer engagement is the core of every global brand. Our mission is to help organizations discover opportunities previously only scarcely imagined by connecting work, data, and experiences enterprise wide. We hire innovators with the passion, creativity, and drive to answer constantly shifting market challenges and deliver impactful results for our customers. Our commitment to attracting and retaining a talented, diverse, and engaged team creates a collaborative environment that openly celebrates all cultures and affords personal and professional growth opportunities. Learn more at www.verint.com. Verint Systems Inc. is an equal opportunity employer and is committed to maintaining a workplace free from discrimination, retaliation, and sexual and any other form of harassment. Verint has a zero-tolerance policy against any form of discrimination, retaliation, or harassment including sexual harassment or any other form of harassment based on race, color, religion, sex, age, national origin, genetic information, disability, veteran status, and any other classification or characteristic protected by applicable federal, state or local laws. Verint operates in accordance with all anti-discrimination laws and affords equal opportunities to employees and applicants without regard to any characteristic or protected class in our hiring, promotion and termination practices. For US Applicants _2025 Benefits Offering (https://fa-epcb-saasfaprod1.fa.ocs.oraclecloud.com/fscmUI/faces/AtkTopicContentQuickPreview?TopicId=300000196780014&Title=Verint+2025+Benefits)_ #J-18808-Ljbffr