Problem Management Engineer

Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive. 

At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of their lives so that they can help small businesses succeed through better tools, information and connections. Because when they succeed they make a difference, and when millions of small businesses are making a difference, the world is a more beautiful place.

Xero’s Incident and Problem Management team are a part of the Site Reliability Engineering (SRE) organization and are responsible for the build, delivery and ongoing maintenance of robust process and tooling around Incident management.

Problem Management will focus on ensuring the company's reliability stance is maintained, and risk of incident occurrence  is reduced. They are empowered to capture problems that exist across the business and drive timely resolution with engineering teams. 

As a Problem Management Engineer at Xero, you will take ownership of regular Post Incident Actions to ensure focus is maintained on reliability across the business.

This role will drive the problem management process to a proactive stance by using incident data to identify trends in failures. You'll build automation and analytical capabilities that allow for the identification of likely causes of future incidents, and where incidents have increased across services and products.

Our Problem Management Engineers will be expected to chair Post Incident Review meetings and ensure they drive to root cause, identify contributory factors and highlights opportunities for growth across the business. In addition, ensures that Post Incident Actions are documented assigned and tracked through to completion.