Job
Description
Role Overview: You will be the Problem and Root Cause Analysis Lead at Salesforce, responsible for defining and executing the vision, strategy, and roadmap for shared services problem management. Your role will involve establishing, operating, and continuously improving enterprise frameworks for incident and problem management. You will lead deep-dive root cause analyses for high-impact and recurring issues to ensure sustainable corrective actions are implemented. Key Responsibilities: - Establish, implement, and continuously improve standardized frameworks for incident, problem, and root cause management. - Lead and facilitate deep-dive RCAs for major incidents and recurring issues, ensuring objective, data-driven outcomes. - Analyze trends and patterns across incidents and service data to proactively identify vulnerabilities and emerging risks. - Produce executive-level insights and recommendations on problem trends, risks, and service improvement opportunities. - Drive post-incident reviews, lessons learned, and follow-up actions to completion. - Define governance, metrics, and reporting to measure the effectiveness of problem management, RCA quality, and prevention efforts. Qualifications: - 10+ years of experience in Shared Services, Business Operations, or a related function within a high-growth enterprise technology environment. - Expertise in risk assessment, root cause analysis, and trend analysis, with the ability to translate findings into actionable solutions. - Proven experience collaborating with cross-functional teams and managing stakeholders at all levels to implement solutions that enhance service delivery and improve customer experience. - Excellent communication skills, with the ability to present complex risks and solutions to leadership and stakeholders. - Project management experience preferred. Role Overview: You will be the Problem and Root Cause Analysis Lead at Salesforce, responsible for defining and executing the vision, strategy, and roadmap for shared services problem management. Your role will involve establishing, operating, and continuously improving enterprise frameworks for incident and problem management. You will lead deep-dive root cause analyses for high-impact and recurring issues to ensure sustainable corrective actions are implemented. Key Responsibilities: - Establish, implement, and continuously improve standardized frameworks for incident, problem, and root cause management. - Lead and facilitate deep-dive RCAs for major incidents and recurring issues, ensuring objective, data-driven outcomes. - Analyze trends and patterns across incidents and service data to proactively identify vulnerabilities and emerging risks. - Produce executive-level insights and recommendations on problem trends, risks, and service improvement opportunities. - Drive post-incident reviews, lessons learned, and follow-up actions to completion. - Define governance, metrics, and reporting to measure the effectiveness of problem management, RCA quality, and prevention efforts. Qualifications: - 10+ years of experience in Shared Services, Business Operations, or a related function within a high-growth enterprise technology environment. - Expertise in risk assessment, root cause analysis, and trend analysis, with the ability to translate findings into actionable solutions. - Proven experience collaborating with cross-functional teams and managing stakeholders at all levels to implement solutions that enhance service delivery and improve customer experience. - Excellent communication skills, with the ability to present complex risks and solutions to leadership and stakeholders. - Project management experience preferred.
