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Zendesk

Staff Incident Manager

Zendesk

Staff Incident Manager at Zendesk responsible for incident response and proactive problem management. Leading technical process improvement in a hybrid role based in Manila, Philippines.

Posted 7/17/2026full-timeManila • 🇵🇭 PhilippinesLeadWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Incident and Problem Management within enterprise SaaS and cloud environments, with a focus on leading cross-functional teams during high-severity outages and facilitating blameless postmortems. Proficient in utilizing AI-driven automation tools to enhance incident response efficiency and drive down Median Time to Respond (MTTR).

Highest-signal resume keywords
Incident ManagementProblem ManagementAI-Driven AutomationITIL v4 CertificationCross-Functional Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
Incident ResponseData AnalysisRoot Cause AnalysisBlameless PostmortemsSeverity 0 Incident ManagementMTTR ReductionEngineering Incident Management FrameworksOn-Call Rotation ExperienceCloud Hosting Environment ExperienceEnterprise SaaS Experience
Soft Skills
FacilitationCollaborationCommunicationLeadershipGlobal Audience Engagement
Tools & Technologies
AI-Driven Automation ToolsLLMsAgentic Triaging Tools
Certifications & Qualifications
Bachelor’s DegreeITIL v4 Managing Professional CertificationITIL v4 Strategic Leader Certification
Industry Keywords
Incident CommanderSeverity 0Severity 1Enterprise SaaSIaaSCloud HostingMatrixed OrganizationsResponse Behavior AnalysisRetrospective Review ForumsBest-in-Class Frameworks

Tech Stack

Tools & technologies
Cloud

About the role

Key responsibilities & impact
  • Run and facilitate the incident response as the Incident Commander for Severity 0 production incidents
  • Lead data analysis and root cause workflows across engineering teams
  • Drive down Median Time to Respond (MTTR) by continuously analyzing response behavior
  • Facilitate blameless retrospective review forums with a global audience
  • Champion industry trends to ensure best-in-class Engineering Incident Management frameworks
  • Participate in an engineering on-call rotation when required

Requirements

What you’ll need
  • Bachelor’s degree or equivalent practical experience
  • 5+ years of specialized experience in Incident and Problem Management within an enterprise SaaS, IaaS, or cloud hosting environment
  • Proven track record leading cross-functional engineering responses for high-severity outages (Severity 0 / Severity 1)
  • ITIL v4 Managing Professional or Strategic Leader Certification preferred
  • Hands-on experience using AI-driven automation, LLMs, or agentic triaging tools within an incident response lifecycle
  • Experience practicing blameless postmortems across highly matrixed, global organizations

Benefits

Comp & perks
  • Health insurance
  • 401(k)
  • Paid time off
  • Flexibility to work remotely for part of the week