DevOps Service Engineer - Problem Management Specialist

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 DevOps 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 a 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:

• 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.

• 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.

• 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.

• 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.

• Integrate DevOps practices into the problem management process.

• Collaborate on automating processes and optimizing operations, enhancing platform reliability.

• Implement DevOps tools for seamless integration with Jira, Bitbucket, Dynatrace, Big Panda, and AWS.

Must Haves (Required Skills):

• Proven Problem Management experience with a focus on DevOps practices.

• Strong analytical skills and the ability to derive meaningful insights from data.

• Familiarity with DevOps tools and platforms, including Jira, Bitbucket, Dynatrace, Big Panda, and AWS.

• Experience collaborating with cross-functional teams, especially in Operational Intelligence, Service Management, and Site Reliability Engineering.

• Ability to work independently, taking ownership of the problem management process with an emphasis on DevOps principles.

• Excellent communication and interpersonal skills.

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.