Tech Resilience​/Disaster Recovery Lead Analyst

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Tech Resilience / Disaster Recovery Lead Analyst Postuler remote type Fully Flexible locations Madison, Wisconsin, United States of America time type Full time posted on Publié il y a plus de 30jours job requisition  R30997

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. You’ll have a potentially career-defining opportunity to help build an organization across geo-regions 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 Zendesk’s Cloud-native 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, execution, 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 you’ll 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 customer’s 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 one-to-many streams of work simultaneously

• Outstanding interpersonal, project management and prioritization skills—both 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…