What are the responsibilities and job description for the Service Manager/Incident Management position at Anaplan?
Our patented Hyperblock™ engine is a Java-based, in-memory processor that delivers outstanding analytical calculation performance. We run in public cloud and data centres, on Linux. We support our products with both commercial and open-source software.
As a Service Manager, you'll partner with technical operations staff to divide up the technical and process parts of running a production estate. There is a balance needed between developing new features and service stability. You are part of striking that balance, bringing the needs of the live service to the Engineering teams.
What you'll be doing:
- Approve changes and collaborate closely with budget holders to acquire technical approvals
Assist in the development of training sessions & materials for process users regarding newly developed procedures
- Identifying process issues as they arise, recommend and implements actions to resolve
- Agree pre-approvals for standard change types
- Own and operate any change, problem and incident management machinery
- Supporting the Customer Success team to embed methodologies that improve team efficiency and enable a proactive approach across our enterprise customer base
- Are on-call for major incidents, responsible for communications
- Run Post-Incident reviews
- Be responsible for the service level definitions
- Maintain a roadmap of service improvement initiatives
- Participate in risk management, speaking for the customer
- Own SLOs and SLA reporting
- Help set and own service priorities
- Engage in major live event planning
What you'll need:
- We are keen to hear from candidates who have a range of backgrounds, some experience with either customer service or change/incident management.
- A general familiarity with release processes, software operations and reporting are helpful.
- Incentivised by change management and customer experience, whilst collaborating with partners
- Proven experience of project improvement
- Experience working with Technical teams, for example SRE's, Developers, and Infrastructure
- ITIL Certification or equivalent experience
