Senior Service Manager (Incident Management)

At Anaplan, we are a team of innovators who are focused on optimizing business decision-making 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 who’s who in the Fortune 50. Coca-Cola, LinkedIn, Adobe, LVMH and Bayer are just a few of the 2,400+ global companies that rely on our best-in-class 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 strategy-led, values-based and disciplined in execution, you’ll 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 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 enginee