Information Technology Specialist; Incident Responder

Love being the first responder when things break? Zendesk is looking for Incident Responders who thrive in fast-paced environments—people who can triage quickly, swarm with the right teams, and restore service while keeping the incident record accurate. This role is critical to our hybrid SRE model, supporting incident triage, restoration, and post-incident reviews across our 70+ CIO-owned applications.

The Incident Responder will support the incident management and response capability for Zendesk’s internal IT services. You will participate in incident triage and restoration, join incident swarming with domain teams and the Incident Commander, and contribute to post-incident reviews (PIRs). As part of the on-call rotation, you will respond to alerts, vendor status page impacts, and ticket-based escalations—helping to reduce MTTR and improve reliability across Salesforce, Net Suite, CPQ, EISS, and other critical SaaS applications.

This is a hands‑on operational role that combines technical triage, collaboration, and process adherence. You will work closely with the Incident Response Lead, Observability, Problem Management, and domain/platform teams.

• Participate in incident triage and restoration—assess severity, update incident records, and coordinate with resolver teams.
• Join incident swarming—work with the Incident Commander, domain owners, and platform teams to restore service.
• Respond to on‑call alerts, RSS feed monitoring for SaaS outages, and GSD ticket escalations (e.g., >5 tickets/hour).
• Maintain accurate incident documentation in Incident.
  
  I/O; ensure status updates and resolution notes are timely.
• Contribute to post‑incident reviews (PIRs) and blameless postmortems; capture action items for Problem Management.
• Execute runbooks and escalation paths; follow defined severity models and communication cadences.
• Partner with Observability & Monitoring to improve detection and alert‑driven incident creation.
• Collaborate with Service Desk on intake, routing, and escalation criteria.
• Support continuous improvement: reduce MTTR, improve time‑to‑detect, and strengthen incident response maturity.

• Required:
  
  3+ years of experience in Incident Management, SRE, NOC, IT Operations, or Service Desk escalation roles.
• Preferred:
  Experience in a global, high‑growth tech company with SaaS applications.
• Working knowledge of ITIL Incident Management and practical experience with incident response or war‑room coordination.
• Experience participating in high‑severity incident response; calm under pressure; able to document and communicate clearly.
• Familiarity with incident tools (e.g., Incident.I/O, Pager Duty) and collaboration channels (Slack, Zoom).
• Understanding of SaaS applications, integrations (Salesforce, Net Suite, CPQ), and common failure modes.
• Good communication and collaboration skills—able to work across technical and non‑technical stakeholders.
• Exposure to observability, monitoring, or alerting (Datadog, Prometheus, etc.) is a plus.

• ITIL 4 Foundation or Incident Management certification
• Experience with automation/scripting (Python, Power Shell) for runbooks
• Knowledge of SRE principles and blameless postmortem culture
• Previous experience at a SaaS company or in a customer support tech stack environment

• Contribution to reduction in Mean Time to Resolution (MTTR) and Mean Time to Detect (MTTD).
• Timely and accurate incident documentation and status updates.
• Effective participation in incident swarming and PIRs.
• Adherence to on‑call rotation and escalation standards.
• Demonstrated collaboration with Incident Response Lead and Problem Management.

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Please note that anyone hired into this position must be physically located in…