Staff Enterprise Engineer - IT Service Management

Company Description

LinkedIn is the worlds largest professional network, built to create economic opportunity for every member of the global workforce. Our products help people make powerful connections, discover exciting opportunities, build necessary skills, and gain valuable insights every day. Were also committed to providing transformational opportunities for our own employees by investing in their growth. We aspire to create a culture thats built on trust, care, inclusion, and fun where everyone can succeed.

Job Description

This role will be based in Mountain View, CA or Omaha, NE.

At LinkedIn, our approach to flexible work is centered on trust and optimized for culture, connection, clarity, and the evolving needs of our business. The work location of this role is hybrid, meaning it will be performed both from home and from a LinkedIn office on select days, as determined by the business needs of the team.

LinkedIn is looking for a Staff Enterprise Engineer to transform and lead our Service Management team within the Productivity Engineering Operations organization. Your mission is to drive reliability for employee facing systems, advocate for effective observability and monitoring, and leverage automation to reduce employee-impacting issues, whether through minimizing tickets or preventing outages before they occur. You will be part of a cross-functional team owning Critical Incident and Problem Management, Change Management, and IT Data Architecture/Service Portfolio. Each of these functions plays a key role in driving scalability and unlocking options for automation and continuous improvement that will streamline operations and help our Engineering teams improve their products for our employees. This role is more than day-to-day operations- It's a high-impact individual contributor position focused on driving strategic transformation across LinkedIn's employee-facing systems. You'll play a critical role in shaping service management practices that enhance employee productivity, strengthen operational resilience, and unlock long-term scalability across the organization.

Responsibilities

• Lead and mentor a multi-disciplinary team of ITSM professionals across critical incident management, change management, service data architecture (CMDB, service portfolio), and product operations. Provide vision for the team and ensure they have the coaching and support necessary to drive transformation within our organization.
• Act as a strategic partner to leadership, collaborating to define and execute the vision for modernizing service management across the organization. Work across operations, engineering, engineering compliance and business stakeholders to ensure seamless service delivery and alignment with business needs.
• Leverage observability insights to improve incident response, problem management, and proactive risk mitigation by ensuring actionable data is used for faster resolution and trend analysis. Identify and set expectations for observability by working closely with Engineering teams to ensure critical systems have proper monitoring and alerting. Act as a primary advocate and key customer for Engineering-led observability initiatives.
• Use monitoring and telemetry data to drive meaningful operational improvements by Engineering teams and ensure Service Management has full visibility into service health.
• Champion automation strategies (including, but not limited to, use of GenAI) to reduce manual processes, improve service efficiency, and minimize employee disruptions within the service management space.
• Establish and monitor key performance indicators (KPIs) to track the effectiveness of service management processes and drive data-driven improvements. Create and publicly report on metrics such as incident response times, system availability, change success rates, and automation efficiency to ensure continuous service optimization. Run regular operations review with key leadership to provide insights that can help drive decision-making and strategy.
• Lead and support Critical Incident Management to ensure effective management and swift resolution of high-priority incidents. Serve as an escalation point for critical issues, work with cross functional teams, driving clear communication and rapid response to minimize business impact.
• Own the Problem Management function to identify root causes, prevent recurring incidents, and drive systemic improvements. Collaborate with cross-functional teams to analyze trends, implement corrective action plans, and proactively identify areas for continuous improvement.
• Lead and continuously improve the Change Management process and compliance, ensuring successful deployment of system updates while partnering with engineering and operations teams to minimize risks, maintain system reliability, and balance agility with stability.

Qualification