Anaplan has an opportunity for a self-motivatedService Manager to join a cross-functional engineering team in our York office who is pivotal in supporting the platforms used by hundreds of software engineers and thousands of customers. 

Working in the Platform Engineering group that supports the functions of Software Development, Ops, Security, and more, you and the team will be streamlining the delivery of the Anaplan platform that helps top-flight companies around the world make better-informed plans and decisions every day.  Anaplan is a business-critical, tier-one system that must be highly available with low latency despite complexity and scale. 

 The team defines and supports the tools and processes for platform stability and resilience to promote operational excellence. We have unparalleled access to our users – they are our colleagues!  You will join a team of individuals who embrace and respect diverse perspectives, aren’t afraid to push boundaries and try new ideas, and are passionate about helping our customers and each other succeed. 

This role will require you to be in the York office a minimum of 2 days a week. 

Your Impact

• Assess and triage technical events impacting the Anaplan platform and customers 
• Participate in 24/7/365 coverage rotation for Incident Management; 8 hours shifts split between UK, US and India 1 in 3 weeks.  
• Provide ongoing incident lifecycle reporting to incident partners as incident and outage investigation and mitigation actions evolve.
• Mitigate and contain risk to the business by restoring services to customers ASAP
• Leads, drives, & facilitates all investigation activities related to major platform incident
• Analyze data, understand data trends, present findings, and offer improvements and resolutions to system issues
• Document, review, and maintain core Service Management SOPs, applying ITIL ITSM principles to team practices, to improve customer experience
• Proactively detect and prevent future problems/incidents and initiate the Problem Management process to allow quicker diagnosis and resolution 

Your Skills

• A professional with a solid understanding of ITSM; resolves a wide range of issues in creative ways
• Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors 
• Makes meaningful contributions on their own and can successfully complete BAU activities with minimal or no guidance. 
• High level understanding of key technologies, regions and key services, and their use and impact to customers
• Operates with a customer centric approach
• Networks with internal and cross-functional team members regarding area of expertise 

Your Qualifications

• Experience as a Major Incident/Crisis Management/Recovery Manager,  plus experience with ITIL principals and framework  

Technologies, languages, and frameworks you’ll work with

• Atlassian products: Jira Software, Jira Service Management, Statuspage, Confluence
• PagerDuty
• Office365 suite (SharePoint, Word, Excel, PowerPoint, OneDrive)