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 will be successful at LivePerson if you are excited in building 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.

LivePerson is a global business that operates 24x7 throughout the whole year.

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, 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.