Senior Reliability Engineer, Problem Management


April 8, 2021

San Francisco, CA 94103, 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

What you'll do

  • Serve as a specialist for incident and problem management processes, with accountability for process strategy, execution, and continual improvement
  • Find opportunities and take ownership for automation and/or continuous improvement of Incident Management process and standard methodologies
  • Lead and/or participate in incident post mortem and problem management meetings with key partners and service owners to review events and opportunities for ongoing improvement
  • Partner with internal teams to ensure actions are taken (action items) and completed to protect and improve services
  • Analyze problems and incidents for accurate prioritization and classification
  • Coordinate the actions of others to assist with analysis and resolution actions for problems and known errors
  • Monitor the progress on the resolution of known errors and advise incident management staff on the best available workaround for incidents
  • Build and maintain a KB [Knowledge Base] with new or updated known errors and workarounds
  • Assist with the handling of major incidents and identifying their root causes.

  • 5+ years of experience working in a Site Reliability Engineering or similar role
  • Solid understanding of Problem Management framework and deep root cause analysis
  • Ability to drive continuous improvement through root cause investigations, promoting ownership and accountability across the organization
  • Effective interpersonal skills to work well with audiences of varying technical backgrounds, as well as the highest levels of executive leadership
  • B.S. in Computer Science or equivalent 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.