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

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

What you bring to the role

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

Basic Qualifications

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

Preferred Qualifications

• Experience in a Cloud (SAAS, IAAS, PAAS) product environment
• 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.

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 [email protected] with your specific accommodation request.