Senior Service Manager – Incident Management

Senior Service Manager – Incident Management

Requirements

• 5+ years’ experience as a Major Incident/Crisis Management/Recovery Manager
• 5+ years’ experience with ITIL principals and framework
• First level people manager with proven experience leading teams or initiatives within a service management or incident response environment, with a track record of driving operational excellence and continuous improvement.
• Ability to mentor and guide team members, providing leadership in crisis situations and fostering a culture of collaboration and accountability
• Educated to Degree Level or holds relevant industry experience

Responsibilities

• Assess and triage technical events impacting the Anaplan platform and customers
• Participate in 24/7/365 coverage rotation for Incident Management; 8-hour shifts split between UK, US, and India 1 in 3 weeks.
• Participate in secondary on-call escalation rotation for complex issues or “all hands on deck” scenarios
• Support the declaration of incidents or outages, manage incident channels, and identify triage teams
• Manage incident communications per documented procedures
• Provide ongoing incident lifecycle reporting to incident partners as incident and outage investigation and mitigation actions evolve.
• Mitigate and contain risk to the business by restoring services to customers ASAP
• Document and report on incident-related related event-detail
• Investigate and obtain root cause analysis (RCA) for incidents
• Manage incident dashboards & generate incident & outage reports for data/trend analytics
• Conducts post-incident review (PIR) for all major incidents, defines problem tasks to reduce risk of reoccurrence
• Supervise ongoing active incidents, including extended and after-hours critical issues
• Leads, drives, & facilitates all investigation activities related to major platform incident
• Ensure workarounds or fixes for known errors are in place and documented as appropriate
• Build knowledge management & sharing environment for incident troubleshooting
• Document incident-response compliance with customer Service Level Agreements (SLAs)
• Advise manager on any support issues from partners that inhibit restoration of services
• Analyze data, understand data trends, present findings, and offer improvements and resolutions to system issues
• Collaborate with engineers to refine operations to deliver/restore service more efficiently
• Document, review, and maintain core Service Management SOPs, applying ITIL ITSM principles to team practices
• Proactively detect and prevent future problems/incidents and initiate the Problem Management process to allow quicker diagnosis and resolution
• Help to define and implement ITIL/ITSM practices to effectively manage platform services and improve customer experience
• Understands, practices, and coaches others on best practice ITSM disciplines
• Writes clear, well-documented, and concise internal and customer-facing communications at all times
• Identifies issues and/or gaps and works with teams to implement appropriate solutions
• Independently runs service improvement plans
• In-depth understanding of underlying and contributing causes of, and mitigation approach for, production & non-production incidents
• Has wide-ranging experience, uses ITSM concepts and company objectives to resolve complex issues in creative and effective ways
• Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors
• Exercises judgment in selecting methods, techniques, and evaluation criteria for obtaining results
• Owns BAU activities and processes, including training others on these processes
• Able to lead and successfully deliver project initiatives and/or service improvements
• In-depth understanding of key technologies and key services and their use and impact on customers
• High-level understanding of platform architecture and roadmap
• Determines methods and procedures for new assignments
• May coordinate activities of other team members
• Can guide/mentor their peers on best practices, technical competency, and project management.
• Engages with cross-functional teams to raise priority or mitigate blockers when needed.
• Takes ownership of customer escalations & represents Anaplan in customer calls

Preferred Qualifications

• ITIL v4 or v3 certification is nice to have
• Project Management certification (Prince 2) is nice to have
• MIM Professional Level 1 and 2 Qualifications or other similar Qualifications are nice to have
• Experience with Grafana, Incident Management tooling, and Configuration Management Databases (CMDBs) is nice to have