Tech Stack

Description

As a Service Manager at Anaplan, you will lead incident management and drive operational excellence for a business-critical platform. You'll triage technical events, communicate during outages, and lead post-incident reviews while proactively improving service management processes using ITIL/ITSM principles.

Requirements

• 3+ years of experience in Major Incident Management, Problem Management, and Relationship Management
• 3+ years of experience with ITIL principles and ITSM frameworks
• ITIL v4 or v3 certification
• Expertise in Atlassian suite (Jira, Confluence), Statuspage, and PagerDuty
• Strong analytical and communication skills with a customer-centric mindset

Responsibilities

• Lead end-to-end incident management lifecycle including triaging, communication, and post-incident reviews
• Define and refine service management processes based on ITIL/ITSM principles
• Analyze operational data to proactively detect and prevent problems
• Build knowledge-sharing environment and create service improvement plans
• Act as communication bridge between technical teams, customer success, leadership, and customers