Responsibilities
- Lead incident response as the primary commander for Severity 1 through 4 events
- Assist in managing the response for the most critical Severity 0 incidents
- Participate in rotational on-call duties as required
- Improve response efficiency by analyzing timelines and implementing process enhancements
- Conduct data-driven reviews to uncover systemic issues and support platform reliability
- Identify root causes of recurring incidents and guide them through formal problem resolution workflows
- Support the creation and delivery of incident reporting for internal stakeholders
- Maintain current and accurate incident management documentation and training materials
- Deliver training programs on incident and proactive problem management across departments
- Assist engineering teams in conducting root cause analyses
- Provide guidance and mentorship to junior incident management staff
- Ensure incident response practices evolve with industry standards and remain leading-edge
Work Arrangement
Hybrid
Other
- The organization supports a hybrid model that balances in-office collaboration at global locations with remote flexibility, fostering connection and learning while allowing work-from-home options.
- Applicants should be aware that automated systems or artificial intelligence tools may be used in application screening, in line with company policies and legal requirements.
- The company upholds equal opportunity principles, evaluating all candidates and employees without bias based on race, color, religion, national origin, age, sex, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military status, or veteran status. It complies with anti-discrimination laws and promotes diversity, equity, and inclusion.
- Efforts are made to provide reasonable accommodations for applicants with disabilities or disabled veterans in compliance with federal and state regulations. Requests for accommodation during the application or assessment process should be sent via email to peopleandplaces@zendesk.com with details.
