Sr. Incident Management Analyst

Coupa makes companies operate smarter and grow faster. Our leading AI-driven platform connects and optimizes sourcing, purchasing, supply chains, and financial management. More than 3,000 global organizations large and small trust Coupa to transform operating margins, increase efficiencies and growth, optimize cash, and reduce risk.

Effective incident management is crucial to maintaining the operational integrity and continuity of our business. As a Senior Incident Management Analyst, your role is pivotal in ensuring that incidents are swiftly identified, diagnosed, and resolved, minimizing disruption and maintaining the trust of our customers and stakeholders. Your expertise will directly contribute to reducing downtime, improving service reliability, and enhancing our overall incident management processes, thereby supporting the organization’s strategic goals and maintaining a high level of customer satisfaction.

What you will do:

• Lead Incident Response: Manage the entire incident lifecycle, including detection, diagnosis, resolution, and closure. Ensure incidents are handled efficiently to restore normal service operations as quickly as possible
• Coordination and Communication: Act as the main point of contact during major incidents. Facilitate effective communication and coordination between internal teams, external vendors, and stakeholders to expedite issue resolution
• Root Cause Analysis: Conduct thorough post-incident reviews and root cause analyses to identify underlying issues and implement corrective actions to prevent recurrence
• Process Improvement: Develop, implement, and refine incident management processes and procedures. Ensure continuous improvement in incident handling and response times
• Performance Measurement: Define and track key performance indicators (KPIs) to measure the effectiveness of incident initiatives. Conduct post-implementation reviews to evaluate success and identify areas for improvement
• Reporting and Documentation: Maintain comprehensive incident records and prepare detailed incident reports. Provide regular updates to management on incident trends, resolution progress, and improvement initiatives
• Stakeholder Engagement: Collaborate with various business units to understand their needs and ensure that incident management practices align with business objectives

What you will bring to Coupa:

• Experience: A minimum of 5-7 years of experience in incident management, IT service management, or a related field. Proven track record in managing high-priority incidents in a complex, multi-faceted environment
• Technical Expertise: Strong technical background with a deep understanding of IT infrastructure, networking, and application support. Proficiency in using incident management tools and software
• Problem-Solving Skills: Exceptional analytical and problem-solving abilities. Ability to diagnose and resolve complex technical issues under pressure
• Communication Skills: Excellent verbal and written communication skills. Ability to effectively convey technical information to non-technical stakeholders
• Leadership: Demonstrated leadership capabilities with experience in leading incident response teams and driving process improvements
• Certifications: Relevant certifications such as ITIL, Cloud certifications, or similar are highly desirable
• Adaptability: Ability to work in a fast-paced environment and manage multiple priorities simultaneously. Flexibility to handle on-call responsibilities and work outside regular business hours as needed

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At Coupa, we’re building a great company that is laser-focused on three core values: ensuring customer success with an obsessive and unwavering commitment to making customers successful, focusing on results with a relentless focus on delivering results through innovation and having a bias for action, and striving for excellence with our commitment to a collaborative environment infused with professionalism, integrity, passion, and accountability.

At Coupa, we have a solid and innovative team dedicated to improving the spend management processes of today's dynamic businesses. We celebrate diversity and recognize its value to our customers and employees. Coupa is proud to be an equal-opportunity workplace and affirmative-action employer. Learn more about our commitment to fostering diversity, equity and inclusion at Coupa here. All qualified applicants will receive consideration for employment regardless of age, race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or any other applicable status protected by state or local law. 

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