Global Incident Commander & Reliability Lead

Zendesk; Philippines; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

Zendesk in Manila invites a Staff Incident Manager to lead Severity 0/1 production incident responses and drive proactive problem management across engineering, product development, and customer advocacy. You will coordinate the incident management process, mentor team members, and help ensure platform reliability during critical global windows.

The role requires deep ITIL knowledge, strong communication, and the ability to operate in a fast-paced, cross-functional SaaS environment.

Qualifications

• 5+ years in Incident and Problem Management within enterprise SaaS/IaaS/cloud hosting
• Proven track record leading cross-functional engineering responses for high-severity outages
• Bachelor’s degree or equivalent practical experience
• Must be fully flexible to work rotated schedules aligning with AMER or EMEA time zones from Manila

Responsibilities

• Run and facilitate incident response as Incident Commander for Severity 0/1 incidents
• Lead proactive problem management to uncover systemic patterns
• Drive MTTR improvements through data analysis of response behavior
• Facilitate blameless post-incident reviews with global audience
• Champion updates to Zendesk’s incident management frameworks and dashboards
• Participate in on-call rotation to support global infrastructure

Skills

Incident & Problem Management

Cross-functional leadership

Communication skills

SaaS/cloud hosting understanding

ITIL knowledge

Education

Bachelor’s degree or equivalent practical experience

Tools

AI-driven automation

LLMs/agentic triaging tools

Job description

Zendesk in Manila invites a Staff Incident Manager to lead Severity 0/1 production incident responses and drive proactive problem management across engineering, product development, and customer advocacy. You will coordinate the incident management process, mentor team members, and help ensure platform reliability during critical global windows.

The role requires deep ITIL knowledge, strong communication, and the ability to operate in a fast-paced, cross-functional SaaS environment.