Senior Service Manager (Incident Management)

Anaplan has an opportunity for a self-motivated Senior Service Manager to join a cross-functional engineering team in our York office who is pivotal in supporting the platforms used by hundreds of software engineers and thousands of customers.

Working in the Platform Engineering group that supports the functions of Software Development, Ops, Security, and more, you and the team will streamline the delivery of the Anaplan platform, which helps top-flight companies around the world make better-informed plans and decisions every day. Anaplan is a business-critical, tier-one system that must be highly available with low latency despite its complexity and scale.

The Platform Service Management team defines and supports the tools and processes for platform stability and resilience to promote operational excellence. The team's skills include supporting and developing ITIL and ITSM procedures, incident and problem management, service improvement plans, analysis of operational data, and liaising with technical teams, customer success departments, and customers. We have unparalleled access to our users—they are our colleagues!

You will join a team of individuals who embrace and respect diverse perspectives, aren't afraid to push boundaries and try new ideas, and are passionate about helping our customers and each other succeed.

This role will require you to be in the Minneapolis office a minimum of 2 days a week.

Your Impact: 

• 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

Your qualifications:

• 5+ years' experience as a Major Incident/Crisis Management/Recovery Manager
• 5+ years' experience with ITIL principals and framework
• Educated to Degree Level or holds relevant industry experience
• 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

Technologies, languages, and frameworks you'll work with:

• Atlassian products: Jira Software, Jira Service Management, Statuspage, Confluence
• PagerDuty
• Office365 suite (SharePoint, Word, Excel, PowerPoint, OneDrive)

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