ITSM Services & Incident Response Manager

We are currently seeking an ITSM Services & Incident Response Manager to join our Tech & Product organization to coordinate our incident response process, provide executive-level communications, and collaborate closely with Engineering, Technical Support, and Customer Success teams. You will also contribute to managing and improving ITSM Services including Incident Management, Change Management, Problem Management, Service Management and Knowledge Management.

What Your Day Could Consist Of

• Work with fellow team members and cross-functional organisations to document existing ITSM relates service processes, identify service maturation opportunities to improve and to establish an ITSM transformational road map
• Manage the incident response process from reporting to resolution and post-incident analysis, including acting as the single point of contact for all internal communication to stakeholders such as Engineering and Product, Customer Success, Marketing, and the Executive teams
• Implement Problem Management processes, mature Root Cause Analysis processes, implement post-mortem and trend analysis and improvement opportunities in support of maturing Problem Management processes
• Drive the development and adoption of SLOs and SLIs, and ensure every incident has an associated SLO/SLI, or includes development of one within the follow-up work
• Document current processes for the support and training of ITSM related processes, including Incident Management, Change Management, Problem Management and Service Management
• Establish a Knowledge Management practice to document existing technology stacks and associated meta-data including design, state, ownership, build/deploy pipelines, change/release processes, histories and planning, configuration details, historical incident resolution KB articles, cost and security state to support stakeholders and to train supporting staff
• Coordinate and participate in daily operational reviews covering current & recent incidents, recent & upcoming changes, release planning and problem management activities
• Coordinate with internal clients to develop service dashboards and integrate ITSM service platforms with various communications and coordination tools such as Jira, Slack, OpsGenie and FireHydrant
• Leverage industry knowledge and best practices to facilitate innovation, identify opportunities for improvement, and support decision-making while being accountable for day-to-day oversight of indecent, change and release processes
• Support engineers as they respond to incidents, manage escalations, and ensure the correct responders are on the case.
• Coordinate the post-incident review, analyse incidents for trends, and track follow-up work to ensure correct monitoring and automated alerting is in place and ensure incident recurrence does not occur.
• Develop cross-functional partnerships with Technical Support, Customer Success, Marketing, and Engineering to improve incident communication and escalation processes.
• Seek out release, change, and incident-related process inefficiencies and develop creative solutions for improvement.

What Is Needed

• Schedule flexibility
• Excellent verbal and written English communication
• 5+ years of experience working in a SaaS and hosted product environment
• 5+ years of experience working with Atlassian or similar tools including Jira, OpsGenie, StatusPage & Confluence
• 5+ years’ experience working in a Scaled Agile, Scrum and Kanban setting
• 5+ years of experience with observability and performance monitoring tools such as DataDog, ELK, Splunk, Loki, Prometheus, Jaeger, OpenTracing and Grafana
• 3+ years’ experience working with AWS or Other Public cloud and hosted applications
• Experience working with Product Engineering, Security and Reliability Engineering teams, and client-facing support teams
• Familiarity with Git, Gitflow, GtiLab and CI/CD pipelines

Nice To Have

• Experience working in an environment with Kubernetes platforms and containerised services
• High level of emotional intelligence, empathy, and the ability to advocate for both clients and internal teams alike
• Ability to handle and perform in stressful situations
• An eye for detail and a desire to improve processes
• Experience providing, documenting and maturing ITSM related services
• Experience in implementing Knowledge Management systems and driving the documentation of products and services
• Ability to parse the technical for a non-technical audience
• Collaborative mindset for a cross-functional environment

About ActiveCampaign:We are a category-defining Customer Experience Automation Platform (CXA) that helps over 160,000 businesses in 170 countries meaningfully engage with their customers. The platform gives businesses of all sizes access to 600+ pre-built automations that combine email marketing, marketing automation, CRM, and machine learning for powerful segmentation and personalization across social, email, messaging, chat, and text. 
As a global multicultural company, we are proud of our inclusive culture which embraces diverse voices, backgrounds, and perspectives. We don’t just celebrate our differences, we believe our diversity is what empowers our innovation and success. You can find out more about our DEI initiatives here. As one of the fastest-growing SaaS companies in the world, we are scaling rapidly to keep up with market demand. We are growing all of our teams and looking for people who share our values, deliver innovation frequently, and join us in our mission to grow our customer base from 160,000 today to millions. We have been ranked #4 Best Place to Work on Built In Chicago in 2021, a best workplace for remote employees by Quartz and received recognition as a great place to work across all of our regions,  and continue to be globally recognized for our employee-centric culture here.
Perks and benefits:ActiveCampaign is an employee-first culture. We take care of our employees at work and outside of work. You can see more of the details here, but some of our most popular benefits include:
-Comprehensive health and wellness benefits (including no premiums for employees on our HSA plan,  telehealth and tele-mental health, and access to the Calm app for mediation)-Open paid time off-Generous 401(k) matching with no vesting-Generous stipend to outfit your remote office-Career growth including access to personal and professional coaching through Udemy -Access to life coaches via Modern Health-Cool swag
ActiveCampaign is an equal opportunity employer. We recruit, hire, pay, grow and promote no matter of gender, race, color, sexual orientation, religion, age, protected veteran status, physical and mental abilities, or any other identities protected by law. Our Employee Resource Groups (ERGs) strive to foster a diverse inclusive environment by supporting each other, building a strong sense of belonging, and creating opportunities for mentorship and professional growth for their members.