Team Lead, Problem Management

Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive. 

At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of their lives so that they can help small businesses succeed through better tools, information and connections. Because when they succeed they make a difference, and when millions of small businesses are making a difference, the world is a more beautiful place.

The problem management team is responsible for ensuring the company's reliability stance is maintained and risk of incident occurrence is reduced. They are empowered to capture problems that exist across the business and drive timely resolution with engineering teams. The team leader is accountable for the ongoing delivery of the outcomes associated with the process and acts as process owner for the business. 

What You'll Do:

• Owns the post incident process and ensures it drives enduring reliability across all products and services within Xero.
• Chairs all post Incident review meetings for high severity incidents and ensures they drive to root cause, identify contributory factors and highlights opportunities for growth across the business. In addition, ensures that Post Incident.
• Actions are documented assigned and tracked through to completionProvides ongoing training across the business to ensure the process is well understood and adhered to. This includes training appropriate engineering resources who will own Post Incident Activities for lower priority issues
• The creation, collection and ongoing monitoring of metrics and SLA’s associated with the problem management process including (but not limited to): TT* metrics associated with the incidentMTT* metrics across all incidents within Xero.
• SLA adherence for creation of Post incident artifacts such as Post Mortem documentation, Post Incident Review meeting completion and Post Incident Action completionProvides regular communication and reporting around the PIA landscape and ensures escalations occur promptly when actions are outside of agreed SLA’sCreates and actively monitors quality standards for post incident artifacts and monitors and reports on adherence to those standards
• Own regular Post Incident Actions review meetings to ensure focus is maintained on reliability across the business.
• The problem management process to a proactive stance by using incident data to identify trends in failures. Builds automation and analytical capabilities that allow for the identification of likely causes of future incidents and where incidents have increased across services and products.
• Team also uses customer cases and bug data to provide additional insight into customer impact directional trends.

What You'll Bring With You:

• Experience of building high performing service delivery teams in a fast paced and highly technical environmentHas worked within a highly technical environment within a SaaS or cloud business, preferably in a Service Operations, Service Management or SRE roleStrong communication (oral & written) skills including the ability to translate technical issues/concepts into agreed actionsPractical experience in defining and managing problem management practices, processes and tools.
• Experience and qualification in ITILExperience and qualification in problem solving methodologies such as Kepner-Tregoe or alternative methodologiesHighly experienced in Quantitative and Qualitative data analytic methodologies and tools. 
• Experienced in applying modeling techniques like machine learning algorithms to data in order to uncover patterns and predictive insightsExperienced in visualizing data findings using data visualization tools like Tableau, Power BI and ExcelExperienced in communicating data-driven insights and recommendations clearly to stakeholders through reports and presentations.

Why Xero? 

Diversity of people brings diversity of thought, and we like that. Our human-first culture of respect, fairness, and inclusion is what helps Xeros thrive and work and beyond. Offering very generous paid leave to use however you’d like (plus statutory holidays!), dedicated paid leave to care for your physical and mental wellbeing as well as an Employee Assistance Program to access mental health care for you and your family, employee resource groups, wellbeing programming and allowances, medical, dental, vision, and disability insurance, fertility and family forming financial support, 401k contribution matching, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices with snacks and break areas, flexible working, career development and many other benefits that reflect our human value, you’ll do the best work of your life at Xero.

Research has shown that women and underrepresented groups are less likely to apply to jobs unless they meet every single competency or experience. If you are excited about this role, but your past experience doesn't align perfectly, we encourage you to apply anyway. You could be just the right person for this role and Xero. If you have any support or access requirements, we encourage you to advise us at time of application and throughout the interview process.