Information Technology Lead

Job description

Job Description Love leading under pressure and turning chaos into clarity? Zendesk is looking for an Incident Response Lead who thrives in the heat of an outage—someone who can triage quickly, swarm the right people, and restore service while keeping stakeholders informed. This role is critical to our hybrid SRE model, driving incident swarming, restoration, and blameless post-incident reviews across our 70+ CIO-owned applications. The Role: The Incident Response Lead will own the incident management and response capability for Zendesk’s internal IT services. You will lead incident triage and restoration, coordinate incident swarming with domain teams and SREs, and facilitate post-incident reviews (PIRs) that drive learning and prevention. As Incident Commander, you will be the single point of coordination during major outages—ensuring clear communication, dynamic team assembly, and rapid restoration across Salesforce, NetSuite, CPQ, EISS, and other critical SaaS applications. This is a hands-on leadership role that combines technical triage, process ownership, and calm coordination under pressure. You will partner closely with Observability, Problem Management, and Change Managem...