Contract: Service Engineer, Problem Management

Upwork ($UPWK) is the world’s work marketplace. We serve everyone from one-person startups to large, Fortune 100 enterprises with a powerful, trust-driven platform that enables companies and talent to work together in new ways that unlock their potential.

Last year, more than $3.8 billion of work was done through Upwork by skilled professionals who are gaining more control by finding work they are passionate about and innovating their careers.

This is an engagement through Upwork’s Hybrid Workforce Solutions (HWS) Team. Our Hybrid Workforce Solutions Team is a global group of professionals that support Upwork’s business. Our HWS team members are located all over the world.

We are seeking a highly motivated and experienced Service Engineer specializing in Problem Management to join our dynamic team. As a key player in our technology-driven environment, you will take charge of identifying areas for improvement through comprehensive analysis of data, including bugs, incidents, post mortems, and more. The ideal candidate will have a keen eye for identifying trends and systemic issues, ultimately contributing to the enhancement of our platform's performance and reliability.

 Work/Project Scope:

• Data Analysis:
  • Conduct in-depth analysis of data from various sources, such as Jira, Bitbucket, Dynatrace, Big Panda, AWS, incidents, and post mortems.
  • Utilize data analytics techniques to identify trends, patterns, and potential problem areas within the platform.
• Problem Identification and Resolution:
  • Own and drive the problem management process from initiation to resolution.
  • Collaborate with cross-functional teams to address identified issues and implement effective solutions.
  • Work independently with limited direction to proactively identify and resolve problems.
• Continuous Improvement:
  • Drive a culture of continuous improvement by actively seeking opportunities to enhance platform performance.
  • Establish and implement best practices for problem management, incorporating lessons learned from incidents and post mortems.
• Collaboration:
  • Work closely with Operational Intelligence, Service Management, and Site Reliability Engineering teams to ensure seamless collaboration and communication.
  • Identify and engage the right parties to address and resolve identified problems.

 Must Haves (Required Skills):

• Proven experience in a Problem Management or similar role, with a focus on driving continuous improvement.
• Strong analytical skills and the ability to derive meaningful insights from data.
• Familiarity with tools and platforms including Jira, Bitbucket, Dynatrace, Big Panda, AWS, etc.
• Experience in collaborating with cross-functional teams, particularly Operational Intelligence, Service Management, and Site Reliability Engineering.
• Ability to work independently and take ownership of the entire problem management process.
• Excellent communication and interpersonal skills.
• If you are a self-driven individual with a passion for problem-solving and continuous improvement, we encourage you to apply and be a part of our innovative team!

Upwork is proudly committed to fostering a diverse and inclusive workforce. We never discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.   

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