Business Operations • Mid-Level

Who you are

You have a strong background in problem management, ideally with experience in ITIL processes — you've successfully implemented and maintained problem management processes in a cloud operations environment. Your analytical skills allow you to assess problem candidates effectively and drive improvements in production stability and customer service quality.

You are a proactive communicator who engages with subject matter experts and leaders to identify potential problem candidates — your ability to coordinate activities in compliance with SLAs and OLAs ensures that you meet organizational goals. You thrive in a collaborative environment and enjoy working with cross-functional teams to achieve common objectives.

Your experience includes managing post-mortem analysis meetings for major incidents — you excel at facilitating root cause identification and planning for remediation. You are detail-oriented and committed to creating and continually improving reporting processes that provide valuable insights into problem management effectiveness.

Desirable

Experience in a cloud contact center environment would be a plus — familiarity with customer experience metrics and trends can enhance your contributions to the team. You are adaptable and open to learning new methodologies that can improve problem management practices.

What you'll do

As a Problem Analyst at Five9, you will implement and maintain the problem management process, ensuring that all activities are aligned with organizational standards. You will review problem candidates, assess them against documented criteria, and implement the problem management process for eligible issues. Your role will involve managing the Problem Management process and coordinating all activities required to respond in compliance with SLAs and OLAs.

You will work closely with Incident Management and the NOC to isolate and group trending incidents, linking them to existing problems or creating new problems for tracking. Your proactive engagement with Cloud Operations subject matter experts will help you identify potential problem candidates for consideration, driving improvements in production stability and customer service quality.

In addition, you will manage post-mortem analysis meetings for major incidents, facilitating root cause identification and planning for remediation. You will create and continually improve reporting processes to provide insights into problem management effectiveness, ensuring that the organization learns from past incidents and enhances its operational resilience.

What we offer

At Five9, we celebrate diversity and foster an inclusive environment where you can be your authentic self. You will be part of a team that values collaboration and innovation, working together to bring joy to customer experiences. We offer a supportive culture that encourages professional growth and development, allowing you to thrive in your role.

As a contract employee, you will have the opportunity to contribute to meaningful projects that impact customer satisfaction and operational efficiency. We provide a hybrid work environment that allows for flexibility while ensuring you remain connected with your team. Join us in our mission to transform customer experiences through cloud innovation.