Incident Manager

LivePerson (NASDAQ: LPSN) is the global leader in enterprise conversations. Hundreds of the world’s leading brands — including HSBC, Chipotle, and Virgin Media — use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Conversational AI for better customer experiences.  

At LivePerson, we foster an inclusive workplace culture that encourages meaningful connection, collaboration, and innovation. Everyone is invited to ask questions, actively seek new ways to achieve success, nd reach their full potential. We are continually looking for ways to improve our products and make things better. This means spotting opportunities, solving ambiguities, and seeking effective solutions to the problems our customers care about. 

About this Role

You are an incident manager working in a Follow-the-Sun team that provides a follow-the-sun 24x5 coverage and weekend on-call rotations, and you will be reporting to the Incident Management and Communications Manager. During your shift, your day-to-day responsibilities will be to lead and support both potential and actual business critical impacting incidents. You will also be working on projects that will improve operational production management processes, promoting the ITIL methodology and encouraging industry standard best practices in incident management, problem management, change management and business event coordination.

In between incidents, your incident data analytic skills will help build metrics in dashboards that will be presented to management.

Furthermore, as an Incident Manager level III, with your experience you can not only execute the responsibilities of the role but also provide ideas on how to improve and evolve the incident management processes here in LivePerson.

In this role in the responsibility of an Incident Manager (Commander and Communicator) you will be required to :

• Work from home remotely
• Operate in a Follow-the-Sun model
• Be comfortable in providing a High Touch White Glove level service
• Be comfortable in liaising with senior technical management
• Ensure all technical incidents are carefully managed from an operational business impacting & operational business risk perspective
• Demonstrate excellent written and verbal communication skills translating technical information into business impact and business risk language
• Demonstrate excellent task management skills
• Coordinate incident bridges and communication channels
• Engage relevant engineering teams to participate in incident bridges
• Run post incident review meetings

In addition to Incident Management, the following Problem/Change/Event Coordination responsibilities include :

• Following up with problem owners on their deliverables to problem management
• Keeping management abreast with ongoing business risk exposures until the problem ticket is fully resolved
• Oversee any critical changes that may be required during production environment freeze periods 
• Liaise with the Change Requestor to understand the risks of the change(s)
• Convey to management the risk from a business perspective and obtain approval if necessary
• Coordinate various development, engineering and service teams on performing checkouts during business/environmental critical events

The following skills are highly desirable :

• Promote best practices in the space of service operations, and operational production management
• Promote the ITIL methodology
• Familiarity with ServiceNow, Grafana, Kibana, Google products

Your qualifications are: 

• You have 8+ years total work experience of which 5+ years in a dedicated incident management role, preferably in large scale environments.
• ITILv4 certified

Benefits:  

• Health: medical, dental, and vision
• Time away: 28 vacation days
• Development: Generous tuition reimbursement and access to internal professional development resources. 
• Additional: Food Vouchers.
• #LI-Remote

Why you’ll love working here:

As leaders in enterprise customer conversations, we celebrate diversity, empowering our team to forge impactful conversations globally. LivePerson is a place where uniqueness is embraced, growth is constant, and everyone is empowered to create their own success. And, we're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace. 

Belonging at LivePerson:

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.

We are committed to the accessibility needs of applicants and employees. We provide reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.