Incident and Problem Manager

at  Xperi

Xperi invents, develops and delivers technologies that create extraordinary experiences at home and on the go for millions of people around the world. Powering billions of consumer electronics, connected cars and digital content titles, we make entertainment more immersive, driving more intelligent and every interaction seamlessly personalized through our renowned consumer brands: DTS®, HD Radio™, IMAX® Enhanced and TiVo®.
Xperi (NYSE: XPER) is a publicly traded technology company headquartered in San Jose, CA with over 2,000 employees across North America, Europe and Asia. Come join a thriving team where you can play an integral role in shaping the future of entertainment technology.

WHO WE ARE LOOKING FOR:

• Strong IT Problem Management experience.
• Experience working within a 24/7 IT operational environment
• Experience working with a variety of stakeholders, most importantly, with Senior/Exec and Director level to influence, challenge and empower for change
• Proven experience delivering continuous service improvements for the business and working towards SLAs (service level agreements) and deadlines
• Previous Enterprise IT experience with knowledge of a broad suite of IT technologies and environments with ability to perform, analyze and present trends/data
• Proactive Problem-solving mindset with ability to quickly identify, understand and provide solutions to complex incidents
• Fluent written and spoken English
• Proficiency in working with ServiceNow, Jira and Confluence

• Actively manage the processes of Incident and Problem Management across the range of products and services, such that services operate with minimal disruption to the customers and failures are recovered in the shortest possible timeframes.
• Manage Incidents to resolution in distributed environment with involvement of multiple Engineering and Operations Teams in different time zones.
• Identify, resolve and proactively prevent Problems and Incidents.
• Drive RCA to identify root cause and define corrective/preventative action plans (covering people, process and technology elements).
• Track and analyze ticket trends and support statistics to verify against KPIs.
• Actively lead/host Problem Management meetings and MIRs (Major Incident Reviews) with internal and external stakeholders and Senior Leadership Teams to progress and update on Problems.
• Develop and maintain good relationships with internal and external customers by ensuring highest level of service.
• Be available to provide occasional support during remote on-call shifts.