ITSM Operations Strategic Advisor @ PagerDuty

PagerDuty empowers teams of all kinds to do the critical work that moves business forward through the PagerDuty Operations Cloud.

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The PagerDuty Professional Services team is focused on enabling our customers to most effectively leverage the PagerDuty platform to achieve their business goals. We partner with our key customers to streamline IT operations and build a future state modern digital operations process using our product.

The Operations Strategic Advisor consults Enterprise customers on their current state operations by reviewing pain points and operational objectives, envisioning future state IT operations to address the pain points and building a roadmap to achieve the future state operations. This role possesses a deep understanding of the PagerDuty platform as a technical solution and how it fits within the larger Digital Operations workspace. As an expert within the Professional Services team, peers and customers alike will lean on you for strategic technical advice, and you will play a key role in shaping the operations of enterprise companies undergoing large, digital transformation change. This role will interlock with other teams such sa project management, technical delivery and sales teams to support the professional services

Responsibilities

Act as a strategic advisor to customers for IT operations and ITSM processes. Break down complex technical concepts and explain them clearly to partners from business and technical backgrounds, from a DevOps engineer up to a C Level Executive.
Lead discovery sessions with customers to assess and analyze operational processes; analyze inefficiencies in existing tooling, processes, and operations within and outside of PagerDuty; conduct current state-future state roadmap sessions to modernize operations; and drive people, process and technology decisions towards modern operations.
Consult customers on how PagerDuty can integrate with their current technology stack to support enterprise operations and drive business outcomes. Lead conversations to influence and improve product adoption while advocating general digital operations best practices.
Build strong, significant, and compassionate relationships to internal and external partners, no matter their level.
Demonstrate a knowledge of IT monitoring tools, AIOps, incident management, automation and/or IT Operations used on cloud and on-premise environments.

Basic Qualifications

5+ years of experience supporting IT Operations for Enterprise customers
Understanding of ITSM processes, incident management, AIOps, ChatOps, CSOps
Understanding of monitoring systems such as New Relic, Nagios, Zenoss, Splunk, ServiceNow and Zabbix
Bachelors degree or higher, preferably in a technical field
Strong communication skills to build and manage relationships with new and existing clients, with a focus on growth
Ability to come up to speed quickly, love to learn, have a strong working style and impeccable attention to detail.
Ability to travel to customer sites as necessary

The base salary range for this position is 108,000 - 165,000 USD. This role may also be eligible for bonus, commission, equity, and/or benefits.

Our base salary ranges are determined by role, level, and location. The range, which is subject to change based on primary work location, reflects the minimum and maximum base salary we expect to pay newly hired employees for the position. Within the range, we determine pay for an individual based on a number of factors including market location, job-related knowledge, skills/competencies and experience.

Your recruiter can share more about the specific offerings for this role, as well as the salary range for your primary work location during the hiring process.

Not sure if you qualify?

Apply anyway! We extend opportunities to a broad array of candidates, including those with diverse workplace experiences and backgrounds. Whether you’re new to the corporate world, returning to work after a gap in employment, or simply looking to take the next step in your career path, we are excited to connect with you.

Where we work

PagerDuty currently has offices in Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto. We offer a hybrid, flexible workplace. We also provide ample opportunities for in-person and virtual connection, like team offsites and volunteering events.

How we work

Our values are deeply embedded in how we operate and the people we bring on board. You will see our values ingrained in how we support our customers, collaborate with our colleagues, develop our products and foster an inclusive and empathetic work culture.

Champion the Customer | Put users first to design great products and experiences.
Run Together | Build strong teams that amplify our impact on users.
Take the Lead | Disrupt and invent to be the first choice for users.
Ack + Own | Take ownership and action to deliver more efficiently to users.
Bring Your Self | Bring your best self to build empathy and trust with users.

What we offer

One way we ensure our employees are inspired to do their best is through a comprehensive total rewards approach that supports them and their loved ones. As a global organization, our programs are competitive with industry standards and aligned with local laws and regulations. Learn more, including country-specific offerings, on our benefits site.

Your package may include:

Competitive salary
Comprehensive benefits package from day one
Flexible work arrangements
Generous paid vacation time
Paid holidays and sick leave
Dutonian Wellness Days - scheduled company-wide paid days off in addition to PTO
Company equity*
ESPP (Employee Stock Purchase Program)*
Retirement or pension plan*
Paid parental leave - up to 22 weeks for pregnant parent, up to 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws)*
HibernationDuty - an annual company paid week off when everyone at PagerDuty, with the exception of a small, coverage crew, is asked to take a much needed break to truly disconnect and recharge
Paid volunteer time off - 20 hours per year
Company-wide hack weeks
Mental wellness programs

*Eligibility may vary by role, region, and tenure

About PagerDuty

PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. The PagerDuty Operations Cloud revolutionizes how critical work gets done, and powers the agility that drives digital transformation. Customers rely on the PagerDuty Operations Cloud to compress costs, accelerate productivity, win revenue, sustain seamless digital experiences, and earn customer trust. More than half of the Fortune 500 and more than two thirds of the Fortune 100 trust PagerDuty including Cisco, Cox Automotive, DoorDash, Electronic Arts, Genentech, Shopify, Zoom and more.

Led by CEO Jennifer Tejada, PagerDuty’s Board of Directors is 50% female and 62% URP representation. We strive to build a more equitable world by investing 1% each of company equity, product, and employee volunteer time.

PagerDuty is Great Place to Work-certified™, a Fortune Best Workplace for Millennials, a Fortune Best Medium Workplace, a Fortune Best Workplace in Technology, and a top rated product on TrustRadius and G2.

Go behind-the-scenes on our careers site and @pagerduty on Instagram.

Additional Information

PagerDuty is committed to creating a diverse environment and is an equal opportunity employer. PagerDuty does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, parental status, veteran status, or disability status.

PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. Should you require accommodation, please email [email protected] and we will work with you to meet your accessibility needs.

PagerDuty uses the E-Verify employment verification program.

ITSM Operations Strategic Advisor

PagerDuty

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