Zendesk International Ltd is hiring a Senior Incident Manager in Ireland. As part of our team, you will be responsible for responding to production incidents and coordinating the engineering response efforts within your region. You will support teams across the organization in managing and resolving product incidents, ensuring a high-quality customer experience.
What You'll Do
- Act as the Incident Commander driving response and resolution for Severity 1-4 incidents and support Severity 0 incidents.
- Participate in the on-call rotation to respond to incidents as they occur within your region.
- Run and facilitate the incident response as the Incident Commander, coordinating logistics.
- Drive down Median Time to Respond by analyzing response data and implementing improvements.
- Conduct data analysis to identify areas for improvement and shepherd underlying problems through the Proactive Problem Management process.
- Create and maintain incident documentation and data, ensuring all details are accurate across reports and dashboards.
- Work with customer-facing teams to ensure communications are detailed and timely.
- Draft incident reports, assign follow-up actions, and facilitate post-mortem review forums for a global audience.
- Manage the Remediation Item process, including identification, tracking, follow-up, and reporting, and facilitate prioritization.
- Drive detailed root cause analysis for high-severity, cross-team incidents and support ongoing investigations.
- Contribute to Incident Management reporting to ensure transparency across Zendesk.
- Refine and improve Incident processes to drive the team toward SLO goals.
- Ensure documentation and training remain up to date and provide Incident Management training.
- Mentor other Incident Managers and support their development.
- Assist in Risk Assessment Activities and support other Incident Managers as backup.
- Ensure the Incident Management process remains best in class.
What We're Looking For
- A BS/BA in a relevant field or equivalent experience, plus 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, with familiarity of overall ITIL terminology.
- Proven experience facilitating reviews of technical incidents, documenting actions, and encouraging cooperative problem solving.
- Strong communication skills and business acumen to ensure a high level of customer satisfaction.
- Understanding of IT operational processes, software development paradigms, and common SaaS provider architecture.
- Enthusiasm for a high-paced environment while remaining analytical and detail-oriented.
- Proactive nature with excellent decision-making skills and the ability to identify, prioritize, and articulate high-impact tasks.
- Ability to independently own deliverables and drive work to completion within specified timelines.
- Exceptional written and verbal communication skills, with a strong attention to detail.
- A collaborative, upbeat work ethic where you can take ownership.
Benefits & Compensation
- Salary range: $145,000.00-$217,000.00
Work Mode
This role operates on a hybrid work model.
Zendesk is an equal opportunity employer, and we're proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals 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.
