Incidents & Escalations Specialist

Who we're looking for

We are seeking a dedicated Incident and Escalations Specialist to join our vibrant team in the Philippines. This outstanding opportunity is perfect for an individual passionate about improving customer experience and driving flawless incident resolution processes. You will be a key player in building scalable incident and escalation management processes, ensuring our operations run smoothly and efficiently.

What You'll Be Doing

• Prioritize and manage advanced issues affecting service delivery for multiple customers to successful resolution.
• Empower Customer Advocates with the knowledge, process, and tools they need to effectively advance and find resolution for issues requiring Engineering, Development, Operations, or Security work.
• Regularly review open problem and service incident tickets to find opportunities for continuous improvement of our service delivery and customer communication.
• Develop, release, and manage documentation pertaining to incident and critical issues handling.
• Establish collaborative cross-functional partnerships with key personnel within the Engineering, Product, Development, Operations, and Security organizations at Zendesk.
• Define incident management processes that reduce customer and agent effort and minimize customer wait times.
• Develop and deliver training on processes and standard methodologies for incident handling.
• Review and communicate internally and externally the potential risks associated with feature deployments.
• Facilitate and lead the creation and delivery of incident post-mortems.
• This position will require some on-call time and shifting schedule, given our 24x7 nature as necessary.

What You Bring To The Role

• Proven ability to summarize and communicate technical issues to non-technical customers.
• Demonstrated ability to lead through influence and achieve results through collaboration.
• Experience in developing and delivering training content.
• Ability to draft clear, concise documentation and checklists for operational decision-making.
• Outstanding sense of humor, bringing positivity to the team.
• Willingness to be on-call and work on shifting schedule as required.

Basic Qualifications

• Bachelor's Degree or equivalent experience in Computer Science, Information Systems or other related field.
• 2 - 4 years of Technical & Helpdesk Support experience preferably in a SaaS or similar Cloud (IAAS, PAAS) service product environment.
• 1-2 years experience in a similar incident & escalation management role.
• Knowledge in Incident, Problem, and Change Management Life Cycle.
• Excellent communication and presentation skills.
• Ability to work well under pressure and manage high-priority incidents.
• Good understanding of Service Level metrics.
• Willingness to work on-call and night shifts.

Preferred Qualifications

• Experience with customer and executive communications on downtime events in a SaaS or similar Cloud as a service product environment.
• Familiarity with ITIL framework with a particular focus on Incident and Problem Management
• Experience with project management tools and standard methodologies.

Hybrid:
In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The Intelligent Heart Of Customer Experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Zendesk is an equal opportunity employer, and we're proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees 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, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to with your specific accommodation request.