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 Critical Response Center Engineer will be responsible for monitoring and supporting Adobe’s internal and external mission-critical applications.

Due to the 24 / 7 / 365 nature of the Adobe Operations Center, this role requires flexible or off-hours work schedules.

Key responsibilities

• Monitoring all aspects of Adobe’s global infrastructure and services to identify and report critical issues.
• Accurately evaluate the severity of an incident to provide event notification and status to the right audience. Coordinates the resolution of system events across multiple functional teams to ensure the timely resolution of the issue.
• Coordinating the response for critical issues, including documentation incident artifacts.
• Collaborating with internal teams to onboard their services and provide guidance around best practices for incident management
• Collaborating with other internal service management functions during various stages of an incident’s lifecycle as needed.
• You will be supported and encouraged to be a key driver of process and methodology improvements across the team and all of Adobe.
• Analyze and debug incidents, facilitate the technical solution required to fix the issue, and clarify this work to customers within given service levels.
• Proposes and implements enhancements that will improve the reliability and performance of the team.
• Run diagnostic tests and use specialized tools to detect job malfunctions, perform first-tier troubleshooting and alarm validation
• Lead as an authority in Adobe services & critical issue management

Skills

• Experience working in global 24 / 7 IT Operations - enterprise systems and technical infrastructure support and administration
• Bring a solid understanding of daily operations in any of the following IT disciplines : Network Operation Center (NOC) Operations, Service Desk Operations, IT Infrastructure Operations, Performance Management, IT Service Management, and Data Center Operations.
• Strong problem analysis skills to identify issues impacting customer satisfaction
• Demonstrable ability to deliver accurate and effective impact communications
• Hands-on Enterprise Network and / or Server operations
• Familiarity with two or more of the following domain focus areas - Information Technology Service Management (ITSM), Enterprise Service Management (ESM), Service Desk, Help-desk, Call Center, Data Center Operations, Server Operations, and understanding of Disaster Recovery
• BS or equivalent

Our compensation reflects the cost of labor across several geographic markets, and we pay differently based on those defined markets.

The pay range for this position is $65,500 $139,400 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 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.