Tech Resilience / Disaster Recovery Lead Analyst

Job Description

Are you a big fan of being prepared for unlikely but critically impacting events? Are you interested in applying this philosophy to an entire company at a technical level?

Zendesk is looking for a dynamic Lead Analyst in the Tech Resilience / Disaster Recovery space to help us improve and redefine our Business Continuity, Disaster Recovery, & Crisis Management team. You will help structure and enact our disaster recovery efforts and testing regimen across our products and critical providers. You'll have a potentially career-defining opportunity to help build an organization across geo-regions and mentor team mates. You will assist Engineering teams to increase confidence in recovery capabilities and inform the business of any inherent risks to such programs. This is also an exciting opportunity to become an integral part of directly providing our customers with resilient and flexible products.

At Zendesk, we believe in always putting our customers first and this opportunity is your chance to lead the way in designing and testing how we respond to service disruptions with agility, creativity, and compassion.

What you get to do:

• Provide Resilience and Disaster Recovery subject matter expertise across Zendesk's Cloud-native environs to ensure appropriate recovery procedures are in place for our products.
• Coordinate with key Engineering functions to perform critical DR activities, such as helping us to design and test recovery plans, help the business to understand the criticality of assets and external providers, and train junior BC/DR staff, etc.
• Ensure Zendesk stays current on the DR tech space as services and supporting vendors evolve best practices and capabilities.
• Perform reviews, reports, and deep dives of testing activities, including descriptions of goals, planning, scheduling, execution, results, analysis, conclusions, and recommendations
• Facilitate tabletop exercises and/or technical walkthroughs which are creative, fun, address a multitude of scenarios, and validate training and documented plans
• Support the Crisis Management Team during business interruptions
• Assist in other projects/activities, as required to maintain the program
• Maintain documentation for review by auditors and regulators, as well as provide information for monthly operational review.

What you'll bring to the role:

• BA/BS/CS degree in a related field, and a minimum of 5 years experience in SaaS or hosted application service provider environment
• 3+ years proven track record in a DR program (required)
• Experience with BC/DR/CM methods used in performing risk analyses, and developing plans to close gaps
• A strong desire to improve processes and work with a variety of stakeholders to achieve common business outcomes
• A passion for staying current as Cloud technologies and environments change
• Experience participating in actual restorations and response activities.
• Excellent communication skills and a healthy desire for collaboration, using your strong organizational skills and diplomacy in all interactions both in and out of our organization
• Willingness and ability to travel to domestic and international locations, if deemed necessary.
• Strong focus on the customer's experience, internal and external.

Desired qualities:

• Ability to communicate clearly to various levels of management (including executive management), across various business functions
• Capability to handle one-to-many streams of work simultaneously
• Outstanding interpersonal, project management and prioritization skills-both internally and externally
• Experience working in SaaS (desired)
• Disaster Recovery Institute International (DRII), Business Continuity Institute (BCI), or other business continuity professional certification (desired).
• Good judgement when having to make hard decisions in a high pressure and time constrained environment.
• Interest in asking the right questions to seek deep learning and follow-up action items that lead to improved resiliency.
• Passion for teaching others and building programs.

Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com.

Individuals seeking employment at Zendesk are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

The US annualized base salary range for this position is $164,000.00-$246,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Zendesk is an equal opportunity employer, and we're proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.