Associate Service Manager

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 Associate Service Manager to join a cross-functional engineering team in our Minneapolis office, who is pivotal in supporting the platforms used by hundreds of software engineers and thousands of customers.

Working in the Global Product & Technology Organization, which supports the functions of Software Development, Ops, Security, and more, you will be streamlining the delivery of the Anaplan platform that 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 available with low latency despite 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 both 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, are not afraid to push boundaries, implement innovative ideas, and are passionate about helping our customers and each other succeed.

This is a hybrid work role with after-hours on-call requirements.

1. You will be required to be in the Minneapolis office a minimum of 2 days a week.
2. You will be required to participate in a 24/7 Incident Manager on-call rotation.

Your Impact: 

• Assess and triage technical events impacting the Anaplan platform and customers
• Manage incident communications per documented procedures
• Provide ongoing incident lifecycle reporting to incident partners as incident and outage investigation and mitigation actions evolve in real time
• Mitigate and contain risk to the business by restoring service to customers ASAP
• Document and report on the incident-related event details
• Participate and lead post-incident reviews (PIR) for all major incidents
• Build a knowledge management & sharing environment for incident troubleshooting
• Ensure workarounds or fixes for known errors are in place and documented as appropriate
• Investigate and obtain root cause analysis (RCA) for incidents
• Manage reporting dashboards & generate incident & outage reports for data/trend analytics
• Document incident-response reports in compliance with customer Service Level Agreements (SLAs)
• Ability to recognize and escalate support issues that are inhibiting the timely restoration of services
• Analyse service data, understand data trends, present findings, and offer improvements and resolutions to system issues.
• Collaborate with engineering teams to refine operations and 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