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!

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 extraordinary 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 extraordinary 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.

Take a peek into Adobe life at http://www.adobe.com/aboutadobe/careeropp/fma/dayinthelife/

The challenge

The Adobe Experience Cloud solutions provide thousands of enterprises with deep insight into their customers, along with the creation and management of content, assets, and personalized campaigns. Adobe Experience Cloud brings together all of your marketing tech in a single place, so you can do everything from managing your content and delivering email campaigns to automating your ad buying and measuring your success.

Service Management is part of Digital Experience, and we have an exciting and meaningful mission: using the DevOps model, implemented through SRE, we ensure that Adobe’s platforms and products are built and operated for reliability and efficiency. We drive the quality of Adobe operational services to deliver a world-class customer experience through the delivery, management, and measurable excellence of our Global Operation Center, and Service Management teams.

In 2020, Cloud Engineering's focus areas include improving how we respond to incidents, how we improve root cause analysis, how we measure the effectiveness of fixes, and where we can apply event-driven automation to reduce customer impact and reduce toil. We are building a better pipeline from idea to guidance to standard and improving the application and measurement of cloud standards in Adobe’s engineering teams. We are improving our monitoring, observability, and incident response platforms.

Service Management is a team of innovative, energetic, friendly people who are passionate about Adobe’s customers, appreciate working in a team where everyone’s opinion is valued, and feel good when they say, “I work at Adobe”.

What you will do:

• The Operations Engineer will be responsible for supporting Adobe’s internal and external mission-critical applications. Due to the 24/7/365 nature of the Adobe GOC, this role may require flexible or off-hours work schedules.
• 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, identify the technical solution required to fix the issue, and be able to clarify this to customers within given service levels.
• 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.
• Maintains system access and passwords. Writes and reviews documentation for the team. Proposes and implements systems enhancements that will improve the reliability and performance of the system. Writes scripts to help automate workflow.
• 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

Requirements:

• Experience working in global 24/7 IT Operations - enterprise systems and technical infrastructure support and administration
• Bring a working knowledge of daily operations in one or more of the following IT disciplines: Network Operation Center (NOC) Operations, Service Desk Operations, IT Infrastructure Operations, Performance Management, IT Service Management, Data Center Operations.
• Strong problem analysis skills to identify issues impacting customer satisfaction and improvement opportunities
• 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