Incident Manager

Job Description Who we're looking for As an Incident Manager at Zendesk, you will have the outstanding opportunity to lead a world-class Incident Management program. We are seeking an ambitious and exceptionally skilled individual who excels in a high-paced environment. You will be accountable for ensuring a flawless response to production incidents, coordinating efforts across multiple teams, and effectively implementing solutions to mitigate future risks. What you'll be doing

1. Run and facilitate the incident response as the Incident Commander
2. Respond to incidents and coordinate response logistics
3. Build and maintain incident documentation and data
4. Work with customer-facing counterparts to ensure detailed and timely communications
5. Draft incident reports and assign tasks to appropriate parties
6. Facilitate retrospective incident review forums with a global audience
7. Manage the remediation item process, including identification, ticket creation, tracking, and follow-up
8. Support ongoing investigations and raise awareness of high-risk discoveries
9. Ensure all incident details are accurately and fully documented across various platforms
10. Participate in an on-call rotation with other team members
11. Review operational metrics and drive team performance
12. Contribute to weekly reporting to ensure transparency across Zendesk

What you bring to the role

1. Proven experience facilitating technical incident reviews and documentation
2. Understanding of IT operational processes, software development paradigms, and Cloud (SAAS, IAAS, PAAS) provider architecture
3. Passion for working in a high-paced environment while remaining analytical and meticulous
4. Ability to identify, prioritize, and articulate high-impact tasks
5. Outstanding written and verbal communication skills with a strong attention to detail
6. Collaborative, upbeat work ethic where you take ownership and have fun

Basic Qualifications:

1. Bachelor's Degree
2. 2+ years of a software product or a web hosting technical support experience
3. Exposure to Incident and Problem Management ITIL terms and practices

Preferred Qualifications:

1. Experience in a Cloud (SAAS, IAAS, PAAS) product environment
2. Strong problem-solving skills with the ability to anticipate and mitigate potential issues

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. #J-18808-Ljbffr