Incident and Problem Manager

Xperi invents, develops and delivers technologies that create extraordinary experiences at home and on the go for millions of people around the world. Powering billions of consumer electronics, connected cars and digital content titles, we make entertainment more immersive, driving more intelligent and every interaction seamlessly personalized through our renowned consumer brands: DTS®, HD Radio™, IMAX® Enhanced and TiVo®.

Xperi (NYSE: XPER) is a publicly traded technology company headquartered in San Jose, CA with over 2,000 employees across North America, Europe and Asia. Come join a thriving team where you can play an integral role in shaping the future of entertainment technology.

What you will get to do:

• Actively manage the processes of Incident and Problem Management across the range of products and services, such that services operate with minimal disruption to the customers and failures are recovered in the shortest possible timeframes.
• Manage Incidents to resolution in a distributed environment with multiple Engineering and Operations Teams in different time zones.
• Identify, resolve, and proactively prevent Problems and Incidents.
• Drive RCA to identify root the cause and define corrective/preventative action plans (covering people, process and technology elements).
• Track and analyze ticket trends and support statistics to verify against KPIs. 
• Actively lead/host Problem Management meetings and MIRs (Major Incident Reviews) with internal and external stakeholders and Senior Leadership Teams to progress and update on Problems.
• Develop and maintain good relationships with internal and external customers by ensuring highest the level of service.
• Be available to provide occasional support during remote on-call shifts.

Who we are looking for:

• Strong IT Problem Management experience.
• Experience working within a 24/7 IT operational environment
• Experience working with a variety of stakeholders, most importantly, with Senior/Exec and Director level to influence, challenge, and empower change
• Proven experience delivering continuous service improvements for the business and working towards SLAs (service level agreements) and deadlines
• Previous Enterprise IT experience with knowledge of a broad suite of IT technologies and environments with the ability to perform, analyze, and present trends/data
• Proactive Problem-solving mindset with the ability to quickly identify, understand, and provide solutions to complex incidents
• Fluent written and spoken English
• Proficiency in working with ServiceNow, Jira, and Confluence

Life @ Xperi:

At Xperi, we value People, Customers, Performance and Innovation. We are dedicated to creating a workplace where all employees have a voice and sense of belonging, feel safe and valued, and are acknowledged for how their unique differences contribute to organizational culture and business outcomes.

Our employees and their families are important to us, and our comprehensive pay, stock, and benefits programs reflect that. Xperi supports personal well-being, builds financial security, and enables employees to share in our collective success.

Rewards include:

• Competitive compensation (salary, equity, and bonuses) and comprehensive benefits are designed to foster work-life balance, care for your health, protect your finances, and help you save and invest for the future.
• Generous paid time away from work, including flexible time off, holidays and sick time, health and wellness initiatives, and a charitable match program to help you give back to your community.
• Great perks, which vary by location and can be site-specific: employee discounts, transportation reimbursements, subsidized cafes, and fitness facilities.
• A flexible, hybrid work environment combining the best of in-office collaboration and community-building along with the benefits of working from home.