Sr. Problem Management Engineer – Engineering Service Management (Remote)

As a global leader in cybersecurity, CrowdStrike protects the people, processes and technologies that drive modern organizations. Since 2011, our mission hasn’t changed — we’re here to stop breaches, and we’ve redefined modern security with the world’s most advanced AI-native platform. We work on large scale distributed systems, processing almost 3 trillion events per day. We have 3.44 PB of RAM deployed across our fleet of C* servers - and this traffic is growing daily. Our customers span all industries, and they count on CrowdStrike to keep their businesses running, their communities safe and their lives moving forward. We’re also a mission-driven company. We cultivate a culture that gives every CrowdStriker both the flexibility and autonomy to own their careers. We’re always looking to add talented CrowdStrikers to the team who have limitless passion, a relentless focus on innovation and a fanatical commitment to our customers, our community and each other. Ready to join a mission that matters? The future of cybersecurity starts with you.

About the Role:

We are seeking a Senior Engineering Problem Manager to lead the transformation of our Problem Management Engineering function. This strategic role will focus on embedding resilient, automated, and intelligent problem management practices into our engineering, operations, and platform ecosystems. You will be responsible for building technical integrations, leveraging AI/ML for advanced root cause analysis, and driving a culture of continuous learning and operational excellence.

You’ll lead end-to-end delivery of initiatives that reduce incident recurrence, improve service stability, and create measurable business value — with a strong focus on automation, governance, and DevOps alignment.

What You'll Do:

• Design and implement modern problem management workflows, tightly integrated into engineering and operations toolchains.

• Lead the governance of key problem management deliverables including post-incident action tracking, known error records, and systemic remediation.

• Drive continuous evolution of a structured retrospective process that promotes learning and resilience engineering.

• Partner with platform, SRE, and observability teams to automate known error workarounds, temporary fixes, and proactive health checks.

• Utilize AIOps and ML-driven tooling to correlate events, detect patterns, and identify root causes more effectively.

• Work closely with business units and product teams to perform business impact analysis and prioritize problem resolution based on value and risk.

• Integrate post-incident review outcomes into continuous improvement loops, product backlogs, and technical roadmaps.

• Maintain and evolve the tooling ecosystem supporting problem management, including dashboards, knowledge repositories, and workflows.

• Act as a coach and change agent to promote a culture of accountability, proactive risk reduction, and shared ownership of reliability.

Key Focus Areas:

• Retrospective Process Management: Facilitate structured reviews and systemic RCA that drive long-term improvements.

• Automation of Known Errors & Workarounds: Reduce manual overhead through scripts, workflows, and proactive detection.

• AI-Augmented Root Cause Analysis: Integrate ML models and historical telemetry to improve diagnostic speed and accuracy.

• Post-Incident Governance: Ensure action items are documented, assigned, and driven to closure with cross-functional visibility.

• Business Impact Analysis: Collaborate with stakeholders to prioritize recurring problems based on cost, customer experience, and risk.

• Toolchain Integration: Seamlessly embed problem management into DevOps tools (e.g., Jira, ServiceNow, PagerDuty, GitHub).

What You'll Need:

• 8+ years of experience in Engineering Operations, DevOps, Service Management, Platform/SRE Engineering.

• Strong understanding of ITSM, particularly Problem, Incident, and Change Management.

• Experience managing or building post-incident processes, RCAs, and follow-through governance models.

• Proven ability to automate operational workflows and known error processes using scripting or platform tooling.

• Proficiency with observability platforms and AIOps tools (e.g., Datadog, Splunk, New Relic, Moogsoft, or similar).

• Exceptional collaboration and communication skills across technical and non-technical stakeholders.

• Data-driven mindset with the ability to perform root cause trend analysis and report on service health metrics.

• Experience working in DevOps, cloud-native, or agile environments.

Preferred Qualifications:

• Experience with structured problem-solving methodologies (e.g., 5 Whys, Fishbone, Fault Tree).

• Familiarity with knowledge management systems, runbooks, and self-healing infrastructure practices.

• Background in software engineering, platform reliability, or infrastructure automation.

• Certifications in ITIL, SRE, Agile, or SAFe frameworks.

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Benefits of Working at CrowdStrike:

• Remote-friendly and flexible work culture

• Market leader in compensation and equity awards

• Comprehensive physical and mental wellness programs

• Competitive vacation and holidays for recharge

• Paid parental and adoption leaves

• Professional development opportunities for all employees regardless of level or role

• Employee Resource Groups, geographic neighbourhood groups and volunteer opportunities to build connections

• Vibrant office culture with world class amenities

• Great Place to Work Certified™ across the globe

CrowdStrike is proud to be an equal opportunity employer. We are committed to fostering a culture of belonging where everyone is valued for who they are and empowered to succeed. We support veterans and individuals with disabilities through our affirmative action program.

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