Senior Incident Manager

 LivePerson (NASDAQ:LPSN) is a Conversational AI company creating digital experiences that are Curiously Human. Every person is unique, and our technology makes it possible for companies, including leading brands like HSBC, Orange, and GM Financial, to treat their audiences that way at scale. Nearly a billion conversational interactions are powered by our Conversational Cloud each month.

You’ll be successful at LivePerson if you are excited to build something from the ground up. You excel by finding daily opportunities to grow at the same pace as the technology we're building, and you build partnerships that improve our business. Likewise, you’re someone who sees feedback as a chance to learn and grow and believe decisions powered by data are the norm. You care about the wellbeing of others and yourself.

Overview:

You are an incident manager with a history of leading major incident responses effectively and within an established structure. You will work with DevOps service owners to respond to incidents, help them learn from them, and continuously improve their services. You will be part of the follow-the-sun team that provides a follow-the-sun 24x5 coverage and weekend on-call rotations. You will provide broad visibility to incident metrics within the company and partner closely with customer support for communications. You’ll report directly to the global Service Operations - Incident Management & Communications Manager.

What are the responsibilities of this role:

Incident Management

• Lead service incident investigations to resolution in order to ensure high uptime and reliability of LivePerson’s product offerings 24x7.
• Ensure all key resources are engaged and focused on remediation
• Follow our incident management framework in a consistent manner
• Work with a team of incident managers in a follow-the-sun rotation to partner closely with on-call service engineers and engineering leaders around the world.

Incident Communications

• Drive the incident communications strategy and execution across LivePerson
• Drive and rely on key performance measures, which will be critical to validating performance and service health. These metrics include:

• Communications speed
• Communications quality
• Communications accuracy
• Customer/stakeholder satisfaction with the communications provided

Program/Project Management

• You can drive programs to improve alert coverage and accuracy, drive down resolution times, work with owners to complete post mortems on a timely basis, and track the aging of repair items, as well as define other incident management- and problem management-related workflows. 
• Partner closely with developers across LivePerson to promote a culture of operational excellence including hosting regular training as well as reviewing KPIs in rhythm-of-business meetings.
• Contribute to using and extending the LivePerson framework to build an incident management toolset including conversational bots that help automate incident response.
• Be a proponent to drive and guide your co-workers to embrace the value of the industry-standard approach of managing incidents

Who you are and what makes you qualified: 

• 5+ years of experience managing incidents and running incident management programs, preferably in large-scale global environments.
• 2+ years of experience working with service owners running a DevOps team in public cloud platforms such as AWS, Azure, or Google Cloud.
• Previous experience in ICS (Incident Command Systems) framework and familiarity with ServiceNow
• You can be a calming voice in a storm that people listen to. You rush towards fires, not away from them.
• Exceptional verbal and written communication skills.
• ITIL certification will  be highly valued
• Bachelor’s degree or equivalent work experience.

Benefits: 

• Health: medical, mental, dental, and vision
• Time away: vacation, dependent care, holidays, wellness days, and more
• Financial: 401K, ESPP, Basic life and AD&D insurance, long-term and short-term disability
• Family: parental leave, maternity support, fertility services
• Development: tuition reimbursement, native AI learning
• Additional: WFH support, 24/7 access to professional counselors, voluntary ins. coverage, exclusive perks and discounts

Why you’ll love working here: 

Your entrepreneurial spirit will be supported. We love team members who chase down their big ideas, become experts, help colleagues, and own their work. These four company values guide our continued, holistic growth as individuals, as teams, and as a global organization. And to further make our point, let's just say we're very proud to be on Fast Company's list of Most Innovative Companies and Newsweek's list of most-loved workplaces. 

Belonging at LivePerson

At LivePerson, people from diverse backgrounds come together to make an impact and be their authentic selves. One way we share and connect is through our employee resource groups such as: Live In Color, LP Proud, and Women In Tech. 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 a reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.