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Senior Engineering Operations Manager, Incident Management (Customer Identity)



Customer Service, Operations
United States
Posted on Thursday, May 23, 2024

Get to know Okta

Okta is The World’s Identity Company. We free everyone to safely use any technology—anywhere, on any device or app. Our Workforce and Customer Identity Clouds enable secure yet flexible access, authentication, and automation that transforms how people move through the digital world, putting Identity at the heart of business security and growth.

At Okta, we celebrate a variety of perspectives and experiences. We are not looking for someone who checks every single box - we’re looking for lifelong learners and people who can make us better with their unique experiences.

Join our team! We’re building a world where Identity belongs to you.

The Engineering Operations Team

Okta’s Customer Identity Cloud (CIC), powered by Auth0 technology, is an easy-to-implement authentication and authorization platform designed by developers for developers. We make access to applications safe, secure, and seamless for the more than 100 million daily logins around the world. Within CIC, Engineering Operations drives strategic alignment, operating efficiencies, and key partnerships for organizational effectiveness. In this high-impact role, you will have an opportunity to lead, manage, and shape our Incident Management best practices and processes. The Senior Engineering Operations Manager, Incident Management Opportunity

Reporting to the CIC Incident Management Practice Owner, this role will be responsible for defining and refining business processes while utilizing your robust understanding of incident management to guide improvements across our technology infrastructure. This role combines in-depth trend analysis with strategic process enhancement, emphasizing the application of incident management knowledge to drive organizational changes and achieve higher operational efficiency.

What you’ll be doing

  • Assist with the evaluation and re-engineering of business processes with focus on integrating lessons learned from incident management
  • Analyze historical incident data to identify patterns and predict future challenges, thereby informing process adjustments
  • Develop and maintain advanced Tableau dashboards that track and visualize incidents and process efficiencies
  • Collaborate with engineering and operational teams to implement process improvements that enhance incident response capabilities and reduce recurrence
  • Utilize Jira and JQL to manage process improvement projects, ensuring alignment with incident management strategies
  • Facilitate training sessions to increase awareness and understanding of revised processes among staff
  • Provide strategic recommendations to senior management based on data-driven insights from both process metrics and incident trends

What you’ll bring to the role

  • U.S. person Status (e.g. a U.S. Citizen, National, Lawful Permanent Resident, Refugee, or Asylee)*
  • 7+ years of experience in process analysis or a related field, with a strong focus on incident management
  • Proficient in designing and refining processes informed by incident trends and data analysis
  • Expertise in using Tableau for creating detailed analytical dashboards
  • Advanced knowledge of Jira and JQL for effective project and incident tracking
  • Excellent analytical skills with the ability to perform complex data analysis related to incident and process metrics
  • Strong communication and leadership skills, capable of driving process change within the organization

And extra credit if you have experience in any of the following!

  • Bachelor’s degree in Business Administration, Information Systems, or a related field or work equivalent
  • Certifications in ITIL, Lean Six Sigma, or Tableau
  • Proven track record of improving processes based on incident management findings

*This position requires access to controlled unclassified information or other sensitive government data. As a condition of employment for this position, the successful candidate must be able to submit documentation establishing U.S. person status (e.g. a U.S. Citizen, National, Lawful Permanent Resident, Refugee, or Asylee upon hire.


Below is the annual base salary range for candidates located in California, Colorado, New York and Washington. Your actual base salary will depend on factors such as your skills, qualifications, experience, and work location. In addition, Okta offers equity (where applicable), bonus, and benefits, including health, dental and vision insurance, 401(k), flexible spending account, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies. To learn more about our Total Rewards program please visit: https://rewards.okta.com/us.

The annual base salary range for this position for candidates located in California (excluding San Francisco Bay Area), Colorado, New York, and Washington is between:$120,000$180,000 USD The annual base salary range for this position for candidates located in the San Francisco Bay area is between: $134,000$202,000 USD

What you can look forward to as an Full-Time Okta employee!

Okta cultivates a dynamic work environment, providing the best tools, technology and benefits to empower our employees to work productively in a setting that best and uniquely suits their needs. Each organization is unique in the degree of flexibility and mobility in which they work so that all employees are enabled to be their most creative and successful versions of themselves, regardless of where they live. Find your place at Okta today! https://www.okta.com/company/careers/.

Okta is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws. If reasonable accommodation is needed to participate in the job application or interview process, please use this Form to request an accommodation.

Okta is committed to complying with applicable data privacy and security laws and regulations. For more information, please see our Privacy Policy at https://www.okta.com/privacy-policy/.