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At Verint, we understand that exceptional customer engagement is the foundation of every successful global brand. Our mission is to empower organizations to discover previously unimaginable opportunities by seamlessly connecting work, data, and experiences across the enterprise. We seek innovative thinkers who are passionate, creative, and driven to tackle ever-evolving market challenges and deliver meaningful results for our customers. Our dedication to recruiting and retaining a talented, diverse, and engaged team fosters a collaborative environment that celebrates all cultures and promotes personal and professional growth. Overview of Job Function As a Cloud Operations Problem Manager within Verint's Cloud Operations team, you will play a crucial role in enhancing service reliability and supporting continuous improvement initiatives. This position is vital for identifying, analyzing, and resolving systemic issues across our cloud platforms. You will collaborate closely with Operations, Engineering, SRE, Support, and Product teams to ensure that recurring problems are tackled at their source, thereby improving uptime, customer satisfaction, and operational efficiency. This role integrates traditional ITSM practices with modern SRE and DevOps principles. Key responsibilities include leading blameless postmortems, facilitating uptime reviews, and providing executive-level insights into service health and improvement initiatives. You will be proactive in your approach, strategically impacting the quality and reliability of Verint’s cloud services, central to efforts aimed at reducing incidents and enhancing the overall customer experience. Principal Duties and Essential Responsibilities: Lead the development and execution of the Problem Management practice within Cloud Operations. Utilize data analysis and pattern recognition to identify recurring and widespread issues. Facilitate and actively contribute to blameless postmortems and incident reviews. Deliver actionable insights and strategic recommendations to engineering and product teams. Track and drive the resolution of root causes, ensuring that long-term fixes are successfully implemented. Foster a culture of shared responsibility by building strong relationships with Engineering, SRE, and Support teams. Host regular uptime and reliability review sessions with cross-functional stakeholders. Effectively communicate findings and progress to executive leadership. Act as a trusted advisor during incident reviews and root cause analysis development. Develop and maintain KPIs, dashboards, and metrics to evaluate the effectiveness of Problem Management. Contribute to the design and implementation of continuous service improvement initiatives. Ensure adherence to internal standards and regulatory requirements. Mentor teams on best practices in problem identification, analysis, and resolution. Minimum Requirements: 5 years of experience in ITSM, SRE, or DevOps environments. Exceptional communication skills, including proficiency in executive-level reporting. Strong attention to detail with a tenacious follow-through. Proven ability to lead cross-functional initiatives and influence stakeholders without direct authority. A fast learner with a growth mindset and a genuine passion for service reliability. Preferred Requirements: Experience working in extensive cloud environments. Experience in writing customer-facing root cause analysis documentation. Bachelor's degree in a related field. ITIL v4 certifications or equivalent experience. Familiarity with SRE principles and a blameless postmortem culture. At Verint, we celebrate diversity and are committed to creating an inclusive workplace free from discrimination, retaliation, and harassment of any form. Our zero-tolerance policy ensures that all individuals are treated with respect and afforded equal opportunities in hiring, promotions, and other employment practices. For US Applicants: Learn more about our 2025 Benefits Offering.