Staff Incident Manager
Core
Drive process improvement and coordinate engineering response efforts for Severity 0 and Severity 1 production incidents to ensure platform reliability.
Role type
Staff Incident Manager (Technical Process Leader)
Builds
Incident response structures and proactive reliability upgrades for Zendesk's global platform
Domain
SaaS / Cloud Hosting / IT Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Incident and Problem Management (ITIL), cross-functional engineering leadership, root cause analysis, stakeholder communication, on-call rotation management, process optimization, blameless retrospective facilitation
Preferred skills
AI-driven automation and LLMs in incident response, ITIL v4 Managing Professional or Strategic Leader Certification, global matrixed organization experience
Technologies
ITIL frameworks, SaaS provider architecture, AI-augmented ecosystems
Responsibilities
Run and facilitate incident response as Incident Commander for Severity 0 incidents, lead data analysis and root cause workflows, drive down Median Time to Respond (MTTR), facilitate blameless retrospective review forums, champion industry trends for incident management frameworks, participate in engineering on-call rotation
Seniority
Staff, high-impact technical process leader
