Senior Service Manager Incident Management

At Anaplan we are a team of innovators who are focused on optimizing business decisionmaking through our leading scenario planning and analysis platform so our customers can outpace their competition and the market.

What unites Anaplanners across teams and geographies is our collective commitment to our customers success and to our Winning Culture.

Our customers rank among the whos who in the Fortune 50. CocaCola LinkedIn Adobe LVMH and Bayer are just a few of the 2400 global companies that rely on our bestinclass platform.

Our Winning Culture is the engine that drives our teams of innovators. We champion diversity of thought and ideas we behave like leaders regardless of title we are committed to achieving ambitious goals and we have fun celebrating our wins.

Supported by operating principles of being strategyled valuesbased and disciplined in youll be inspired connected developed and rewarded here. Everything that makes you unique is welcome; join us and be your best self!

Anaplan has an opportunity for a selfmotivated Senior Service Manager to join a crossfunctional 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 topflight companies around the world make betterinformed plans and decisions every day. Anaplan is a businesscritical tierone 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 teams 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 usersthey are our colleagues!

You will join a team of individuals who embrace and respect diverse perspectives arent 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; 8hour shifts split between UK US and India 1 in 3 weeks.
• Participate in secondary oncall 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 incidentrelated related eventdetail
• Investigate and obtain root cause analysis (RCA) for incidents
• Manage incident dashboards & generate incident & outage reports for data/trend analytics
• Conducts postincident review (PIR) for all major incidents defines problem tasks to reduce risk of reoccurrence
• Supervise ongoing active incidents including extended and afterhours 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 incidentresponse 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 welldocumented and concise internal and customerfacing communications at all times
• Identifies issues and/or gaps and works with teams to implement appropriate solutions
• Independently runs service improvement plans
• Indepth understanding of underlying and contributing causes of and mitigation approach for production & nonproduction incidents
• Has wideranging 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 indepth 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
• Indepth understanding of key technologies and key services and their use and impact on customers
• Highlevel 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 crossfunctional 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
• 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
• 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 youll work with:

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

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Our Commitment to Diversity Equity Inclusionand Belonging

Build your career in a place that thrives on diversity equity inclusion and belonging. We believe in a hiring and working environment where all people are respected and valued regardless of gender identity or expression sexual orientation religion ethnicity age neurodiversity disability status citizenship or any other aspect which makes people unique. We hire you for who you are and we want you to bring your authentic self to work every day!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process perform essential job functions and receive equitable benefits and all privileges of employment. Please contact us to request accommodation.

Fraud Recruitment Disclaimer

It has come to our attention that fraudulent and fictitious job opportunities are being circulated on the Internet. Prospective candidates are being contacted by certain individuals mainly through telephone calls emails and correspondence claiming they are representatives of Anaplan. The main purpose of these correspondences and announcements is to obtain privileged information from individuals.

Anaplan does not:

• Extend offers to candidates without an extensive interview process with a member of our recruitment team and a hiring manager via video or in person.
• Send job offers via email. All offers are first extended verbally by a member of our internal recruitment team whenever possible and then followed up via written communication.

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