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 doingBe 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
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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.