Problem Engineer - IT Operations
Riyadh,
Saudi Arabia
Role Overview
Seeking an experienced Problem Engineer to provide operational support for the triage and orchestration of critical performance incidents. The Problem Engineer acts as the end-to-end coordinator and owner of critical incidents, ensuring they are technically assessed, assigned to the correct resolver team, actively coordinated through resolution, and closed with minimal ticket handoffs. The primary objective is to reduce overall incident resolution time by establishing clear ownership and minimizing ticket hops.
Key Responsibilities
Provide operational support for critical performance incidents.
Lead and coordinate incident triage and orchestration activities.
Perform initial technical analysis to determine the probable root domain of failure across:
Application
Middleware
Network
Database
Infrastructure and other core tech components
Identify and route incidents to the correct technical resolver team without unnecessary ticket transfers.
Take full end-to-end ownership of critical performance incidents through final resolution and closure.
Coordinate cross-functional technical teams and lead incident triage calls.
Track incident progress, drive immediate actions, and manage escalation paths when resolution is delayed or ownership is unclear.
Maintain clear communication with key technical and business stakeholders.
Drive improvements in operational efficiency and reduce Mean Time to Resolution (MTTR).
Ensure proper closure and structured handover processes following incident resolution.
Mandatory Technical Skills & Qualifications
Strong experience in IT Operations, Incident Management, and Problem Management.
Demonstrated history of triaging and orchestrating complex, critical production incidents.
Comprehensive cross-domain knowledge spanning Application, Middleware, Network, Database, and Infrastructure layers.
Proven ability to perform rapid technical analysis and pinpoint incident failure domains.
Hands-on experience supporting mission-critical systems within banking or highly regulated environments.
Strong incident leadership, stakeholder management, and conflict resolution skills.
Outstanding communication capabilities and multi-team coordination skills.
Candidate Profile
The ideal candidate possesses deep technical incident management and orchestration experience, with the ability to quickly navigate complex technology ecosystems and identify the correct resolver group. The candidate must act as the central point of accountability, leading diverse technical teams toward rapid resolution while actively eliminating ticket hops.
Key Deliverables
High-precision triage and orchestration of critical performance incidents.
Rapid and accurate identification of technical problem domains.
Right-first-time assignment to designated resolver teams.
Significant reduction in ticket hops and improved incident ownership.
Streamlined end-to-end coordination through formal incident closure.
Measurable reduction in overall incident resolution time (MTTR).
Transparent and effective stakeholder communication during critical incident calls.
