Tech Resilience Disaster Recovery Lead Analyst

Job Description

Are you a big fan of being prepared for unlikely but critically impacting events Are you interested in applying this philosophy to an entire company at a technical level

Zendesk is looking for a dynamic Lead Analyst in the Tech Resilience / Disaster Recovery space to help us improve and redefine our Business Continuity Disaster Recovery & Crisis Management team. You will help structure and enact our disaster recovery efforts and testing regimen across our products and critical providers. Youll have a potentially careerdefining opportunity to help build an organization across georegions and mentor team mates. You will assist Engineering teams to increase confidence in recovery capabilities and inform the business of any inherent risks to such programs. This is also an exciting opportunity to become an integral part of directly providing our customers with resilient and flexible products.

At Zendesk we believe in always putting our customers first and this opportunity is your chance to lead the way in designing and testing how we respond to service disruptions with agility creativity and compassion.

What you get to do:

• Provide Resilience and Disaster Recovery subject matter expertise across Zendesks Cloudnative environs to ensure appropriate recovery procedures are in place for our products.

• Coordinate with key Engineering functions to perform critical DR activities such as helping us to design and test recovery plans help the business to understand the criticality of assets and external providers and train junior BC/DR staff etc.

• Ensure Zendesk stays current on the DR tech space as services and supporting vendors evolve best practices and capabilities.

• Perform reviews reports and deep dives of testing activities including descriptions of goals planning scheduling results analysis conclusions and recommendations

• Facilitate tabletop exercises and/or technical walkthroughs which are creative fun address a multitude of scenarios and validate training and documented plans

• Support the Crisis Management Team during business interruptions

• Assist in other projects/activities as required to maintain the program

• Maintain documentation for review by auditors and regulators as well as provide information for monthly operational review.

What youll bring to the role:

• BA/BS/CS degree in a related field and a minimum of 5 years experience in SaaS or hosted application service provider environment

• 3 years proven track record in a DR program (required)

• Experience with BC/DR/CM methods used in performing risk analyses and developing plans to close gaps

• A strong desire to improve processes and work with a variety of stakeholders to achieve common business outcomes

• A passion for staying current as Cloud technologies and environments change

• Experience participating in actual restorations and response activities.

• Excellent communication skills and a healthy desire for collaboration using your strong organizational skills and diplomacy in all interactions both in and out of our organization

• Willingness and ability to travel to domestic and international locations if deemed necessary.

• Strong focus on the customers experience internal and external.

Desired qualities:

• Ability to communicate clearly to various levels of management (including executive management) across various business functions

• Capability to handle onetomany streams of work simultaneously

• Outstanding interpersonal project management and prioritization skillsboth internally and externally

• Experience working in SaaS (desired)

• Disaster Recovery Institute International (DRII) Business Continuity Institute (BCI) or other business continuity professional certification (desired).

• Good judgement when having to make hard decisions in a high pressure and time constrained environment.

• Interest in asking the right questions to seek deep learning and followup action items that lead to improved resiliency.

• Passion for teaching others and building programs.

Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly focus on innovation and scale with their growth. Based in San Francisco Zendesk has operations in the United States Europe Asia Australia and South America. Learn more at .

Individuals seeking employment at Zendesk are considered without regard to race color religion national origin age sex marital status ancestry physical or mental disability veteran status or sexual orientation.

Zendesk is an equal opportunity employer and were 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 preemployment testing or otherwise participate in the employee selection process please send an email to with your specific accommodation request.