Critical Response Center Engineer
Adobe Software
JOB LEVEL
P30EMPLOYEE ROLE
Individual ContributorThe 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.
At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans. Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).
In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.
State-Specific Notices:
California:
Fair Chance Ordinances
Adobe will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances.
Colorado:
Application Window Notice
If this role is open to hiring in Colorado (as listed on the job posting), the application window will remain open until at least the date and time stated above in Pacific Time, in compliance with Colorado pay transparency regulations. If this role does not have Colorado listed as a hiring location, no specific application window applies, and the posting may close at any time based on hiring needs.
Massachusetts:
Massachusetts Legal Notice
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Internal Opportunities
Creativity, curiosity, and constant learning are celebrated aspects of your career growth journey. We’re glad that you’re pursuing a new opportunity at Adobe!
Put your best foot forward:
1. Update your Resume/CV and Workday profile – don’t forget to include your uniquely ‘Adobe’ experiences and volunteer work.
2. Visit the Internal Mobility page on Inside Adobe to learn more about the process and set up a job alert for roles you’re interested in.
3. Check out these tips to help you prep for interviews.
4. If you are applying for a role outside of your current country, ensure you review the International Resources for Relocating Employees on Inside Adobe, including the impacts to your Benefits, AIP, Equity & Payroll.
Once you apply for a role via Workday, the Talent Team will reach out to you within 2 weeks. If you move into the official interview process with the hiring team, make sure you inform your manager so they can champion your career growth.
At Adobe, you will be immersed in an exceptional work environment that is recognized around the world. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely. If you’re looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.
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