Senior Incident Manager

Job Description

Who we're looking for

Are you an exceptionally skilled Incident Manager with a passion for problem-solving and a proven track record in driving flawless incident response processes? Zendesk is seeking an ambitious Senior Incident Manager to join our world-class team in the Philippines. You will play a vital role in ensuring our engineering response efforts are strictly coordinated and successfully implemented, helping us maintain a seamless user experience.

What you'll be doing

• Be the Incident Commander driving response and resolution for Severity 1 - 4 incidents

• Support the response for Severity 0 incidents

• Participate in an on-call rotation

• Drive down Median Time to Respond by analyzing response and implementing improvements

• Perform data analysis to identify areas for improvement and address underlying problems to improve reliability

• Identify underlying issues and guide them through the Proactive Problem Management process

• Contribute to Incident Management reporting to ensure transparency across Zendesk

• Ensure documentation and training are up to date

• Provide Incident Management and Proactive Problem Management training across the organization

• Support engineering teams with root cause analysis

• Mentor other Incident Managers and ensure the Incident Management process remains outstanding in the industry.

What you bring to the role

• BS/BA in a relevant field with 5+ years of directly related experience in a Cloud (SAAS, IAAS, PAAS) product environment.

• Expert knowledge of Incident and Problem Management ITIL terms and practices

• Familiarity with ITIL terminology and practices

• Experience facilitating review of technical incidents, documenting actions, and encouraging cooperative problem-solving

• Effective communication skills, business insight, and ability to promote high levels of customer happiness

• Understanding of IT operational processes, software development paradigms, and common SaaS provider architecture

• Enthusiasm for working in a fast-paced environment while remaining diligent and attentive to detail

• Proactive decision-making skills and the ability to identify, prioritize, and articulate high-impact tasks

• Outstanding verbal and written communication skills with a strong attention to detail.

• Collaborative and upbeat work ethic, with the ability to take ownership and have fun

Basic Qualifications:

• Bachelor’s degree in a relevant field

• 5+ years of experience in Incident Management in a Cloud (SAAS, IAAS, PAAS) environment environment

• Expert knowledge of ITIL practices

• Strong communication and problem-solving skills

Preferred Qualifications:

• Advanced certifications in ITIL or other relevant fields

• Experience in a high-growth technology company preferably from a Cloud (SAAS, IAAS, PAAS) software product company

• Familiarity with Zendesk products and services

#LI-MJ1

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.