Staff Incident Manager

Skip to main contentThis website uses cookies to improve your web experience. By using the site, you agree to the use of cookies. Privacy PolicyDeclineAccept CookiesEnglishSign InStaff Incident Manager page is loadedStaff Incident ManagerApplyremote typeHybridlocationsManila, Philippinestime typeFull timeposted onPosted 5 Days Agojob requisition idR35181Job DescriptionWhy This Role? Why Now?As a Staff Incident Manager at Zendesk, you will drive process improvement, be the key contributor to Proactive Problem Management, and support Severity 0 and Severity 1 production incidents by coordinating engineering response efforts as they occur. 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 and working to resolve underlying problems—all while helping mentoring other Incident & Escalation members on our team.In this global role based in Manila, you will serve as a high-impact technical process leader, driving platform reliability during critical EMEA/AMER operational windows, ensuring our incident response structures remain best-in-class in an AI-first era.What You'll Be DoingSeverity 0 Command: Run and facilitate the incident response as the Incident Commander for Severity 0 production incidents, managing documentation and coordinating detailed, timely stakeholder communications with customer-facing counterparts.Proactive Problem Management: Lead data analysis and root cause workflows across engineering teams to uncover hidden systemic patterns and drive proactive reliability upgrades.Metric Optimization: Drive down Median Time to Respond (MTTR) by continuously analyzing response behavior and optimizing engineering run books.Post-Incident Remediation: Facilitate blameless retrospective review forums with a global audience, managing the ticket creation, tracking, and prioritization of technical remediation projects.Process Evolution: Champion industry trends to ensure Zendesk’s Engineering Incident Management frameworks, system dashboards, and training documentation remain best-in-class.On-Call Support: Participate in an engineering on-call rotation when required to support global platform infrastructure.Who We're Looking ForWe are looking for a crisis leader who possesses a blend of deep technical architecture awareness, unyielding analytical precision, and an Adult-to-Adult management mindset. You are someone who thrives when leading cross-functional engineering teams through high-stakes, ambiguous production failures, communicating with clarity and empathy, and anchoring every response inside an AI-augmented ecosystem.What You Bring to the RoleExpert knowledge of Incident and Problem Management ITIL terms and practice, along with broad knowledge of overall ITIL terminology.Experience facilitating reviews of technical incidents, documenting actions, and encouraging cooperative problem-solving across engineering disciplines.Strong communication and business acumen, with the ability to ensure a consistently high level of customer satisfaction.Clear understanding of IT operational processes, software development paradigms, and common SaaS provider architecture.Enthusiasm for working in a fast-paced environment while remaining highly analytical and detail-oriented.Proactive mindset, with excellent decision-making skills and the ability to identify, prioritize, and articulate the highest-impact tasks.Ability to independently meet and own deliverables, driving your work to completion within specified timelines from start to finish across organizations.Exceptional communication skills, both written and verbal, with a strong attention to detail.A collaborative, upbeat work ethic where you take clear ownership and have fun doing it!Basic QualificationsBachelor’s degree or equivalent practical...