Senior Incident Manager

Zendesk•Washington, DC

1d•$145,000 - $217,000•Hybrid

About The Position

As a Senior Incident Manager at Zendesk, you will respond to production incidents and coordinate engineering response efforts as they occur within your region. This includes coordinating all activities associated with the engineering Incident Management process. You will support teams across the organization, primarily Engineering, Product Development and Customer Advocacy, in responding to, investigating, managing and resolving product incidents.

Requirements

BS/BA in relevant field or equivalent experience and a minimum of 5+ years of directly related experience in a SaaS or hosted application service provider environment
Expert knowledge of Incident and Problem Management ITIL terms and practice
Familiarity with overall ITIL terminology and practice
Experience facilitating review of technical incidents, documenting actions, and encouraging cooperative problem solving
Strong communication and business acumen and the ability to ensure a consistently high level of customer satisfaction
Understanding of IT operational processes, software development paradigms, and common SaaS provider architecture
Enthusiasm for working in a high paced environment while remaining analytical and detail-oriented
Proactive, with excellent decision making skills and ability to identify, prioritize, and articulate the highest impact tasks
Independently meet and own deliverables and drive your work to completion within specified timelines from start to finish
Exceptional communication skills both written and verbal, with a strong attention to detail
Collaborative, upbeat work ethic where you can take ownership and have fun

Responsibilities

Be the Incident Commander driving response and resolution Severity 1 - 4 incidents
Support the response for Severity 0 incidents
Participate in on call rotation
Drive down Median Time to Respond by analyzing response and driving improvements
Drive data analysis to identify areas for improvement and underlying problems to support reliability improvements
Drive the identification of underlying problems and sheppard them through the Proactive Problem Management process
Contribute to Incident Management reporting to ensure transparency to audiences across Zendesk
Make sure our documentation and training remains up to date
Provide Incident Management and Proactive Problem Management training across Zendesk
Support Engineering teams root cause analysis
Be a mentor to all Incident Managers
Ensure the Incident Management process keeps up with current trends to remain best in class in our industry
Run and facilitate the incident response as the Incident Commander
Respond to incidents as they occur within your region when on call or as needed
Create and maintain incident documentation and data
Coordinate incident response logistics
Work with customer facing counterparts to ensure communications are detailed and timely
Draft incident report and assign to appropriate parties
Facilitate post mortem incident review forums which include a global audience
Manage Remediation Item process including identification, ticket creation, tracking, follow up and reporting
Facilitate prioritization of incident remediation items to ensure that identified open issues are resolved
Consistently work to keep related remediation projects moving forward
Drive more detailed root cause analysis for high severity incidents that cross engineering teams.
Support immediate ongoing investigations and escalate on high risk discoveries
Manage Root Cause Analysis process and provide details for reporting
Ensure all incident details are accurate and fully documented across the incident report, tickets and system status dashboards
Contribute to weekly reporting to ensure transparency to various audiences across Zendesk
Refine/Improve Incident processes to drive team towards SLO goals and to ensure repeatable customer experience
Assist in Risk Assessment Activities
Support and backup other Incident Managers