• Problem Manager - Cloud Ops & SRE

    Verint Systems, Inc. (Concord, NH)


    At Verint, we believe customer engagement is the core of every global brand. Our mission is to help organizations discover opportunities previously only scarcely imagined by connecting work, data, and experiences enterprise wide. We hire innovators with the passion, creativity, and drive to answer constantly shifting market challenges and deliver impactful results for our customers. Our commitment to attracting and retaining a talented, diverse, and engaged team creates a collaborative environment that openly celebrates all cultures and affords personal and professional growth opportunities. Learn more at www.verint.com .

    Overview of Job Function:

    As a Problem Manager - Cloud Ops & SRE within Verint’s Cloud Operations team, you will be a key driver of service reliability and continuous improvement. This role is central to identifying, analyzing, and resolving systemic issues across our cloud platforms. You’ll work cross-functionally with Operations, Engineering, SRE, Support, and Product teams to ensure that recurring problems are addressed at the root cause level—improving uptime, customer satisfaction, and operational efficiency.

     

    This role blends traditional ITSM practices with modern SRE and DevOps principles. You’ll lead blameless postmortems, facilitate uptime reviews, and provide executive-level insights into service health and improvement initiatives. This is a proactive, strategic position that directly impacts the quality and reliability of Verint’s cloud services. You’ll be at the center of our efforts to reduce incidents, improve customer experience, and drive operational excellence.

    Principal Duties and Essential Responsibilities:

    + Lead the execution and evolution of the Problem Management practice across Cloud Operations

    + Identify recurring and pervasive issues through data analysis and pattern recognition

    + Facilitate and contribute to blameless postmortems and incident reviews

    + Deliver actionable insights and recommendations to engineering and product teams

    + Track and drive resolution of root causes, ensuring long-term fixes are implemented

    + Build strong relationships with Engineering, SRE, and Support teams to foster a culture of shared responsibility

    + Host recurring uptime and reliability review meetings with cross-functional stakeholders

    + Communicate findings and progress clearly and concisely to executive leadership

    + Serve as a trusted advisor during incident reviews and RCA development

    + Develop and maintain KPIs, dashboards, and metrics to measure the effectiveness of Problem Management

    + Contribute to the design and implementation of continuous service improvement (CSI) initiatives

    + Ensure compliance with internal standards and regulatory require

    + Mentor teams on best practices in problem identification, analysis, and resolution.

    Minimum Requirements:

    + 5 years experience in ITSM, SRE or DevOps environments

    + Excellent communication skills, including executive-level reporting

    + Tenacious follow-through and attention to detail

    + Proven ability to lead cross-functional initiatives and influence without authority

    + Fast learner with a growth mindset and a passion for service reliability

    + Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, as well as credit and drug screening, where applicable and in accordance with federal and local regulations

    Preferred Requirements:

    + Experience working in large-scale cloud environments

    + Experience writing customer-facing root case analysis (RCA) documentation

    + Bachelor’s degree in a related field

    + ITIL v4 certifications or equivalent experience

    + Familiarity with SRE principles and blameless postmortem culture

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    Verint Systems Inc. is an equal opportunity employer and is committed to maintaining a workplace free from discrimination, retaliation, and sexual and any other form of harassment. Verint has a zero-tolerance policy against any form of discrimination, retaliation, or harassment including sexual harassment or any other form of harassment based on race, color, religion, sex, age, national origin, genetic information, disability, veteran status, and any other classification or characteristic protected by applicable federal, state or local laws. Verint operates in accordance with all anti-discrimination laws and affords equal opportunities to employees and applicants without regard to any characteristic or protected class in our hiring, promotion and termination practices.

    For US Applicants

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