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Zendesk logo
Zendesk

Headquartered in San Francisco, California, Zendesk is a computer software company offering effective customer support software that enables companies to deploy

Senior Incident Manager

Location

Alabama + 3 moreAll locations: Alabama | Virginia | Washington | Wisconsin

Posted

114 days ago

Salary

$145K - $217K / year

Seniority

Senior

Bachelor Degree5 yrs expEnglish

Job Description

Senior Incident Manager

Zendesk

• Respond to production incidents and coordinate engineering response efforts • Be the Incident Commander driving response and resolution for incidents • Drive data analysis to identify areas for improvement • Draft incident report and assign to appropriate parties • Facilitate post mortem incident review forums • Support engineering teams root cause analysis • Manage Root Cause Analysis process and provide details for reporting

Job Requirements

  • BS/BA in relevant field or equivalent experience
  • 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
  • Strong communication and business acumen
  • Understanding of IT operational processes, software development paradigms, and common SaaS provider architecture
  • Proactive, with excellent decision making skills
  • Independently meet and own deliverables
  • Exceptional communication skills both written and verbal

Benefits

  • Bonus
  • Benefits

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