Critical Response Center Engineer

Our Company

Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen. 

We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

 

The Response Center Engineer will oversee the monitoring and supporting of Adobe's vital internal and external applications. Due to the 24/7/365 nature of the Adobe Operations Center, this role requires flexible, or off-hours work schedules.

Position Summary

Championed by the CIO, the Critical Response Center Engineer’s charter within Adobe’s Service Management team is to improve the Adobe customer experience by streamlining and driving the ITSM frameworks of Incident Management facilitation through close partnership with service teams.

Responsibilities

• Lead teams with diverse functions in Critical Incident Response via bridge calls. Ensure rapid resolution and provide updates to executives and collaborators.
• Educate internal partners about Service Management frameworks and advise on standard methodologies for Severity accuracy and timely resolutions.
• Understand customer expectations and optimize the processes with functional teams.
• Analyze and provide transparency into Incident Management data and provide feedback regarding key data, trends, problems, etc. for assigned solutions.
• Engage with diverse teams to prioritize and drive program improvements.
• Work closely with Customer Support teams to ensure that customer critical issues are resolved appropriately.

Requirements

• Experience working in global 24/7 IT Operations - enterprise systems and technical infrastructure support and administration
• Ability to engage and communicate at executive levels (both oral & writing).
• Ability to balance strength & tact and influence without authority through strong emotional quotient (EQ) skills.
• Experience leading geographically diverse, and multi‐faceted projects.
• Partnership skills working with local and remote teams.
• The ability to see big picture objectives and to create clear, concise plans.
• Ability to show a motivated, and intentional drive.

The successful applicant will also be:

• Able to grasp complex technical concepts & translate them into a simple to understand language.
• Able to act in the implementation of new processes & improvement of existing processes.
• Able to maintain calm in high‐pressure situations.
• Self‐driven, willing to ask questions and use information to proactively effect change & achieve results.
• Someone who works well with a variety of different personality types.
• Able to think through complex issues & propose alternative solutions to problems.
• Unflappable ‐ able to take change in stride.
• Able to infect the team with your optimism and purposeful drive.

Preferred skills and knowledge:

• Familiarity with two or more of the following domain focus areas – Information Technology Service Management (ITSM), Enterprise Service Management (ESM), Service Desk, Helpdesk, Call Center, Data Center Operations, Server Operations, and understanding of Disaster Recovery
• Proficient understanding of Event, Incident, Problem, and Change Processes within the ITIL framework.
• Experience crafting and implementing new processes and improving existing ones.
• Strong product knowledge of Adobe Creative, Marketing, and Document products.
• Experience leading projects with remote/geographically dispersed team members.
• A bachelor’s degree or equivalent experience is preferred.

Our compensation reflects the cost of labor across several  U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this position is $72,200 -- $142,200 annually. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.

At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the fo