Gen is a global company powering Digital Freedom through consumer brands including Norton, Avast, LifeLock, Avira, AVG, ReputationDefender, and CCleaner. Our combined heritage is rooted in providing safety for the first digital generations. We bring leading technology solutions in cybersecurity, privacy and identity protection to more than 500 million users in 150 countries so they can live their digital lives safely, privately, and confidently today and for generations to come. We're always looking for smart, fearless, and dedicated people. Together, we have collective passion and a big vision to power Digital Freedom by protecting consumers and giving them control of their digital lives. When you’re a part of Gen, you are provided access to a range of resources and support to ensure you can do your best work and live your best life. This includes flexible working options with generous time off and competitive benefits & compensation packages. Diversity is foundational to how we do business because we know the greatest ideas and results come from our unique perspectives and differences. We strive to create a safe, inclusive environment where you can bring your whole self to work. Team members are valued, respected, and celebrated for who they are in a meaningful and exciting atmosphere. Gen is an equal employment opportunity employer. Employment decisions are based on merit, experience, and business needs. If this sounds like you—Gen has a dynamic, supportive culture with core values that celebrate diversity, promote teamwork, and encourage every team member to contribute and grow—join us!About the Role:We are currently seeking a Problem Management Engineer responsible for identifying, analyzing, and resolving complex technical issues within our Web Experience Infrastructure. Your focus will be on minimizing the impact of recurring incidents and preventing future occurrences through proactive problem management. Collaboration with various teams, including SRE, IT, development, QA, cross-functional teams, and operations, is essential for timely resolution and continuous improvement.What You Will Do in This Role:Take ownership of Major Incident & Problem Management, ensuring compliance and resolving recurring issues.Develop and implement effective solutions and preventive measures tailored to the Web Experience Infrastructure.Analyze incident trends, identify root causes, and facilitate problem review meetings for corrective actions.Establish key performance indicators (KPIs) to measure problem management effectiveness.Collaborate with DEV and QA teams to provide recommendations for system and process improvements.Flag critical incidents, involve stakeholders for expedited resolution, and confirm user satisfaction post-resolution.Manage problem tickets, update documentation, and prioritize categorization for efficient resolution.Follow up with Level 2/3 support to ensure Root Cause Analysis (RCA) completion and conduct reviews.Generate reports on incidents, major incidents, and problem tickets.What You’ll Need to be Successful in this RoleBachelor's degree in computer science, information technology, or a related field. (Master's degree preferred)5+ years of Proven experience in problem management within an IT environment, particularly in Web Experience Infrastructure.Strong analytical and problem-solving skills with attention to detail.Proficiency in data analysis and root cause analysis methodologies.Excellent communication and interpersonal skills for effective collaboration.Knowledge of IT service management (ITSM) frameworks like ITIL.Experience with incident management, DevOps Tools (e.g., Splunk, Sumo, Rundeck, Akamai), and ticketing systems (e.g., ServiceNow, Jira).Familiarity with web technologies, infrastructure components, and cloud platforms, including Azure, AWS, and GCP.Ability to work well under pressure and prioritize tasks in a fast-paced environment.Certification in problem management is advantageous.Optional Technical Skills:Experience with E-commerce websites.Strong proficiency in Adobe Experience Manager.Familiarity with Continuous Integration tools such as Perforce, GitHub, Jenkins, Maven, and IDEs.Knowledge or experience with Angular, Node, and ReactJS.Understanding of NoSQL DBs and RDBMS.Gen is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive and accessible environment for all employees. All employment decisions are based on merit, experience, and business needs, without regard to race, color, national origin, age, religion, sex, pregnancy (including childbirth or related medical conditions), genetic information, disability (physical or mental), medical condition, marital status, sexual orientation, gender identity or gender expression, military or veteran status, or any other consideration made unlawful by federal, state, or local law. Gen strictly prohibits unlawful discrimination based on such protected characteristics and seeks to recruit the most talented candidates from diverse cultures and backgrounds.We also consider employment-qualified individuals with arrest and conviction records. In addition, we will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. .Gen complies with all anti-discrimination laws.To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.
