Senior Engineering Manager, Problem Management


April 3, 2021

Seattle, WA, US

Company Description
Twitter is what’s happening and what people are talking about right now. For us, life's not about a job, it's about purpose. We feel real change starts with conversation. Here, your voice matters. Come as you are and together we'll do what's right (not what's easy) to serve the public conversation.
Job Description

Who we are

Twitter’s Command Center (TCC) is responsible for running the Incident and Problem Management Programs at Twitter. Our job is to address incidents in real time, to reduce impact and restore service as soon as possible and also to prevent incidents in the first place. We value our relationships with the many Twitter teams we work with and are always here to help.
We believe passion and personality matter; as such, we need leaders that can lead diverse, smart, and driven engineers while balancing day-to-day people management with moving the business forward both technically and culturally!
What you'll do
  • Serve as an owner, manager, and specialist for incident and problem management processes, with accountability for process strategy, execution, and continual improvement
  • Help develop, lead, and promote the problem management process and associated procedures in a collaborative way across Twitter technical teams
  • Document and maintain policy, processes, and standards
  • Capture, track and publish process efficacy using established Key Performance Indicators (KPIs) and Critical Success Factors (CSFs) through a measurement system that tracks adoption, utilization, and proficiency of individual problem remediations (fixes)
  • Maintain and improve process effectiveness (quality), process efficiency (cost), process performance (throughput), and process vulnerability (security) through providing knowledge, expertise, and training on the use of problem management tools
  • Drive the completion of problems spanning across multiple teams and functions at Twitter to mitigation or prevention
  • Partner with other Engineering Managers across Twitter to achieve reliability outcomes for their services

  • 5+ years of experience in a Problem Management position
  • Expert understanding of Problem Management framework and deep root cause analysis
  • Comfortable leading processes and partnering with senior-level leadership
  • Familiar with ITIL lifecycle methodologies
  • You have developed and effectively rolled out Problem Management processes in a technical environment
  • BS or higher in Computer Science or equivalent work experience

Additional Information

A few other things we value:

  • Challenge - We solve some of the industry’s hardest problems. Come to be challenged, learn, and thrive as an engineer.
  • Diversity - Diversity makes us a better organization and team. We value diverse backgrounds, ideas, and experiences.
  • Work, Life, Balance - We work hard, but we believe with hard work should come balance.

We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.