Parent Category: Job Listings - Public Domain Listings Category: Service Delivery Published: Sunday, 10 May 2020
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Incident Manager at Zendesk  ------------------------------------------------------------------------------------------------------ Job Description As an Incident Manager at Zendesk located in our Singapore office, you will respond to production incidents and coordinate engineering response efforts as they occur within your region. This includes coordinating all activities associated with the engineering Incident Management process. You will support teams across the organization, primarily Engineering, Product Development and Customer Advocacy, in responding to, investigating, managing and resolving product incidents. Responsibilities During An Incident Run and facilitate the incident response as the Incident Commander Respond to incidents as they occur within your region Create and maintain incident documentation and data Coordinate incident response logistics Work with customer facing counterparts to ensure communications are detailed and timely Following An Incident Draft incident report and assign to appropriate parties Facilitate post mortem incident review forums which include a global audience Manage Remediation Item process including identification, ticket creation, tracking, follow up and reporting Facilitate prioritization of incident remediation items to ensure that identified open issues are resolved Consistently work to keep related remediation projects moving forward Support immediate ongoing investigations and escalate on high risk discoveries Manage Root Cause Analysis process and provide details for reporting Ensure all incident details are accurate and fully documented across the incident report, tickets and system status dashboards Other Areas Of Responsibility Participate in an on-call rotation with other Incident Managers Review operational metrics and drive team performance Contribute to weekly reporting to ensure transparency to various audiences across Zendesk Refine/Improve Incident processes to drive team towards SLO goals and to ensure repeatable customer experience Assist in Risk Assessment Activities Support and backup other Incident Managers What You Bring To The Role BS/BA in relevant field and 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 Familiarity with overall ITIL terminology and practice Experience facilitating review of technical incidents, documenting actions, and encouraging cooperative problem solving Strong communication and business acumen and the ability to ensure a consistently high level of customer satisfaction Understanding of IT operational processes, software development paradigms, and common SaaS provider architecture Enthusiasm for working in a high paced environment while remaining analytical and detail-oriented Proactive, with excellent decision making skills and ability to identify, prioritize, and articulate the highest impact tasks Independently meet and own deliverables and drive your work to completion within specified timelines from start to finish Exceptional communication skills both written and verbal, with a strong attention to detail Collaborative, upbeat work ethic where you can take ownership and have fun Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth. More than 150,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America. Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities. Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment 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, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law. By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes. Zendesk's Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk’s use of your personal information.

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Hits: 603
Country: Singapore
Employment Type: Full time
Salary: Open