Manage and drive resolution of technical problems, ensuring long-term solutions are implemented for service reliability and performance. Collaborate with various teams to analyze trends and facilitate post-mortems to improve processes.
Who we are
We're Redis. We built the product that runs the fast apps our world runs on. (If you checked the weather, used your credit card, or looked at your flight status online today, you’re welcome.) At Redis, you’ll work with the fastest, simplest technology in the business—whether you’re building it, telling its story, or selling it to our 10,000+ worldwide customers. We’re creating a faster world with simpler experiences. You in?
We are seeking an analytical, data-driven and process-oriented Problem Manager to join our growing service operations team within CloudOps. In this role, you’ll be responsible for managing and driving resolution of recurring or complex technical problems, ensuring long-term solutions are implemented to improve the reliability and performance of our services. You’ll work closely with operations, support, R&D, developers, and product teams to prevent incidents and maintain service excellence.
Responsibilities
- Own the end-to-end problem management process including identification, categorization, root cause analysis (RCA) and tracking of corrective actions.
- Work closely with DevOps, engineering, product and support teams to analyze and identify emerging trends, and drive resolution of systemic issues.
- Facilitate and moderate value-driven post-mortems for high-impact incidents, and maintain a database of known errors and workarounds.
- Collaborate with incident management teams to distinguish problems from incidents and prioritize accordingly.
- Ensure timely completion of preventive measures and continuous improvement initiatives.
- Proven ability to create new programs and/or processes, including designing workflows, defining goals and KPIs, and implementing continuous improvements based on data-driven insights.
- Develop Tableau reporting dashboards to measure problem management effectiveness.
- Drive process improvements and automation opportunities for faster RCA and prevention.
Required Qualifications
- 3–5 years experience in problem management, site reliability engineering, DevOps, or incident response roles in SaaS, cloud, or tech environments.
- Strong technical background with knowledge of distributed systems, networking, Databases, and cloud infrastructure (Azure).
- Demonstrated experience facilitating post-mortems and driving RCA to completion.
- Familiarity with ITIL Problem Management or similar frameworks (certification is a plus but not required).
- Excellent communication and coordination skills across technical and non-technical stakeholders.
- Experience using observability tools (e.g., Zabbix, Prometheus, Grafana), ticketing systems (Jira, Zendesk), incident management tools (FireHydrant, Squadcast) and reporting tools (Tableau, PostgreSQL).
Preferred Qualifications
- Experience in fast-paced environments such as startups or hyper-growth tech companies.
- Exposure to Redis or similar in-memory data stores.
- Experience automating operational tasks with scripting (Python, Bash, etc.) and AI driven tools.
#LI-BL1 #LI-Hybrid
As a global company, we value a culture of curiosity, diversity of thought, and innovation from our employees, customers, and partners. Redis is committed to a diverse and inclusive work environment where all employees’ differences are celebrated and supported, and everyone feels safe to bring their authentic selves to work. Redis is dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, sexual orientation, age, marital status, disability, gender identity, gender expression, Veteran status, or any other classification protected by federal, state, or local law. We strive to create a workplace where every voice is heard, and every idea is respected.
Redis is committed to working with and providing access and reasonable accommodation to applicants with mental and/or physical disabilities. If you think you may require accommodations for any part of the recruitment process, please send a request to [email protected]. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.
Redis reserves the right to retain data longer than stated in the privacy policy in order to evaluate candidates.
Top Skills
Azure
Bash
Distributed Systems
Firehydrant
Grafana
JIRA
Networking
Postgres
Prometheus
Python
Squadcast
Tableau
Zabbix
Zendesk
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