Manager, Incident Management

Job Description

Who we're looking for

We are seeking an exceptionally skilled and proven Manager - Incident Management to coordinate our dedicated team in the Philippines. As the ideal candidate, you thrive in a collaborative environment and are determined to successfully implement and coordinate all aspects of the incident management process. Your mission will be to ensure a flawless response to all production, IT, and security incidents, encouraging a culture of continuous improvement and cross-functional collaboration.

What you'll be doing

• Lead, mentor, and develop a team of Incident Managers and Communication Leads, ensuring high levels of team efficiency and morale.

• Coordinate the incident management process, ensuring timely and effective responses and communications for all incidents.

• Develop and implement strategies to reduce Median Time to Respond, bringing to bear data analysis to identify trends and areas for improvement.

• Develop and improve incident management processes, in line with industry standards and ITIL principles.

• Serve as the primary point of contact for senior leadership during significant incidents, providing timely updates and ensuring transparency.

• Work closely with Engineering and Product Development teams to support root cause analysis and ensure effective remediation of incidents.

• Champion the Proactive Problem Management process, identifying potential issues before they advance into incidents and implementing preventive measures.

• Craft and deliver training programs for Incident Managers and other collaborators on incident management processes, tools, and standard methodologies.

What you bring to the role

• Minimum 7+ years of experience in incident management required, including 3 years in a managerial role within a SaaS or hosted application service provider environment. Relevant field BS/BA degree preferred.

• In-depth knowledge of Incident and Problem Management principles, with a strong understanding of ITIL practices and terminology.

• Experience leading and developing teams, with a focus on performance management, mentoring, and encouraging a positive team culture.

• Ability to analyze incident data, identify trends, and develop actionable insights to drive process improvements.

• Outstanding communication skills, both written and verbal, with the ability to engage and influence collaborators at all levels of the organization.

• Solid understanding of IT operational processes, software development methodologies, and common SaaS architecture.

• Enthusiasm for working in a fast-paced environment while maintaining a diligent and analytical approach.

• Demonstrated ability to take ownership of deliverables, driving work to completion within specified timelines across organizations.

Basic Qualifications:

• Bachelor’s degree in a relevant field.

• Minimum of 7+ years of experience in incident management.

• At least 3 years in a managerial role within a SaaS or hosted application service provider environment.

• Strong understanding of ITIL practices and terminology.

Preferred Qualifications:

• Advanced degree or equivalent experience in a relevant field.

• Certification in ITIL or related frameworks.

• Experience with data analysis tools and methodologies.

• Proven track record in successfully implementing process improvements.

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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.