Engineer Jobs

About The Position

Responsibilities

• Own and standardize ITSM intake and governance across Incident (INC), Problem (PBI), Work Order (WO), and Change (CHG) modules, ensuring work is captured, categorized, and traceable.
• Define and enforce Incident, Problem, and Change standards, workflows, and operating cadences; publish and maintain standard Jira/ITSM templates as applicable.
• Establish and report on service performance through SLA/SLO/KPI definitions, dashboards, and executive-ready status reporting; identify gaps and lead corrective actions.
• Analyze recurring incidents, work orders, problems, and high-risk changes; drive root-cause analysis, remediation plans, and prevention mechanisms.
• Build and maintain operational reporting and dashboards, such as DOMO, to support trend analysis and decision-making.
• Own and continuously improve SOPs, guild standards, playbooks, and runbooks; drive periodic reviews and validation.
• Maintain the service catalog and CMDB to ensure accurate service ownership, dependencies, and operational readiness.
• Coordinate required and role-based training, including badge, federated, program skill, and BizOps skill training, and ensure completion and auditability.
• Lead and track security and compliance obligations, including PCI, SOX, SOC1/SOC2, access reviews, internal audits, vulnerability/issue/risk/exception tracking, certificate renewals, security mandates, risk registry (DRO), patching schedules, and BOMM-related controls.
• Build and maintain standard Jira templates and workflows for consistent intake, planning, execution, and reporting across programs and teams.
• Drive PI process execution and facilitation, including scrum ceremonies, kickoffs, intake, retrospectives, demos, customer onboarding, and product design reviews.
• Coordinate release activities and readiness documentation, including PLL, TAD creation, SOAR/operational resiliency reviews, peer reviews, and implementation plan reviews.
• Own BizOps acceptance criteria for stories and features to verify standards and prevent operational or compliance gaps from entering production.
• Capture and manage BizOps workstream requirements and program objectives; maintain transparent backlogs and delivery plans.
• Audit and track incomplete BOMM MLRs, establish actionable backlog items, and follow through to closure.
• Partner with SRE and engineering to reduce toil, improve capacity planning, and drive performance tuning and testing scenarios.
• Improve observability through logging, monitoring, and dashboards; create proactive monitors and alerts with attached playbooks and SOPs, and validate and tune existing alerts to reduce noise.
• Deliver operational readiness through enablement and training, including L1 monitoring/alerts and tool skill training, and standardize monitoring and runbook expectations.
• Support continuous delivery improvements, including deployment automation with validation and improved change success to reduce rollbacks/fail-forward due to design.

Benefits

• Medical, prescription drug, dental, vision, disability, and life insurance
• Flexible spending account and health savings account
• Paid leaves, including 16 weeks of new parent leave and up to 20 days of bereavement leave
• 80 hours of Paid Sick and Safe Time
• 25 days of vacation time and 5 personal days, prorated based on date of hire
• 10 annual paid U.S. observed holidays
• 401(k) with company match
• Deferred compensation for eligible roles
• Fitness reimbursement or on-site fitness facilities
• Eligibility for tuition reimbursement