Current jobs related to Major Incident Manager - Orlando - ServiceNow

  • Major Incident Manager

    2 weeks ago

    Orlando, Florida, United States Merge IT LLC Full time

    Job Title: Major Incident ManagerWe are seeking a highly skilled Major Incident Manager to join our team at Merge IT LLC. As a Major Incident Manager, you will be responsible for restoring service as quickly as possible, within Service Level Agreements (SLAs), while minimizing impact to the business.Key Responsibilities:Ensure timely and effective...

  • Major Incident Resolution Specialist

    3 weeks ago

    Orlando, Florida, United States ServiceNow Full time

    Job DescriptionServiceNow is a global market leader in innovative AI-enhanced technology, serving over 8,100 customers, including 85% of the Fortune 500. We empower organizations to find smarter, faster, and better ways to work.This position reports to the Manager, Major Incident Management and is a key driver for managing the resolution of technical...

  • Major Incident Resolution Specialist

    4 weeks ago

    Orlando, Florida, United States ServiceNow Full time

    Job Title: Major Incident ManagerServiceNow is seeking a highly skilled Major Incident Manager to join our Global Technical Support team. As a key member of our team, you will be responsible for managing the resolution of technical problems with severe consequences to ServiceNow or our customers.Key Responsibilities:Drive incidents to resolution and ensure...

  • Network Incident Manager

    1 month ago

    Orlando, Florida, United States Merge IT Full time

    Major Incident Manager Job DescriptionWe are seeking a highly skilled Major Incident Manager to join our team at Merge IT. As a key member of our IT operations team, you will be responsible for managing and resolving complex technical issues that impact our clients' businesses.Key Responsibilities:Restore service as quickly as possible, within Service Level...

  • Director of Critical Incident Management

    2 days ago

    Orlando, Florida, United States Hilton Grand Vacations Full time

    Job Title: Director of Critical Incident ManagementHilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering dedication to innovation, quality, and continued growth. At the core of our company's success are our Team Members.We are seeking a highly skilled and experienced Director of Critical Incident Management to...

  • Major Account Sales Manager

    2 weeks ago

    Orlando, Florida, United States Southern States TOYOTAlift Full time

    Job Title: Major Account Sales ManagerAt Southern States TOYOTAlift, we are seeking a highly motivated and experienced Major Account Sales Manager to join our team. As a key member of our sales team, you will be responsible for managing and growing our major accounts, providing exceptional customer service, and driving sales growth.Key...

  • Major Gifts Officer

    3 weeks ago

    Orlando, Florida, United States Barry University Full time

    Job Title: Major Gifts OfficerBarry University is seeking a highly skilled Major Gifts Officer to join our team. As a key member of our Institutional Advancement department, you will be responsible for identifying, cultivating, and soliciting major gifts from individual friends and alumni, as well as corporations.Key Responsibilities:Develop and implement...

  • Major Gifts Officer

    4 days ago

    Orlando, Florida, United States Barry University Full time

    Job SummaryThe Major Gifts Officer will play a key role in securing significant funding for Barry University. This position will be responsible for identifying, cultivating, and soliciting major gifts from individual friends and alumni, as well as corporations.Key ResponsibilitiesDevelop and implement strategies to cultivate and solicit major giftsIdentify...

  • Major Gifts Officer

    1 week ago

    Orlando, Florida, United States Barry University Full time

    Job SummaryWe are seeking a highly skilled Major Gifts Officer to join our team at Barry University. The successful candidate will be responsible for identifying, cultivating, and soliciting major gifts from individual friends and alumni, as well as corporations.The ideal candidate will have a strong understanding of fundraising principles, excellent...

  • Cannabis Advocacy Specialist

    2 days ago

    Orlando, Florida, United States Major Petitions Full time

    Job DescriptionAt Major Petitions, we are seeking a highly motivated and organized Cannabis Petitioner to join our team. As a key member of our advocacy team, you will play a vital role in collecting and organizing signatures for petitions, conducting research on relevant laws and regulations, and communicating with the public to raise awareness and support...

  • Lead Estimator

    1 week ago

    Orlando, Florida, United States Primoris Full time

    Job Summary:Primoris Power Delivery is seeking a skilled Lead Estimator to join our team. As a key member of our estimating department, you will be responsible for providing cost-effective and detailed estimates for Substation, Distribution, or Transmission construction projects. Your expertise will help us deliver high-quality projects on time and within...

  • Safety Manager

    5 months ago

    Orlando, United States TITAN Full time

    Safety Manager Job ID: 3043 Location: Orlando, United States Function: Engineering Full/Part Time: Full Time Titan Florida has a Safety Manager opening for ourNorthern & Central Florida operations. This salary exempt position will be based out of Orlando, Fl and will report directly to the Assistant Safety Director for Titan North America. The...

  • Safety and Security Manager

    3 weeks ago

    Orlando, Florida, United States Marriott International Inc Full time

    Job SummaryAs a Safety and Security Manager at Marriott International, you will be responsible for ensuring the safety and security of our guests, employees, and assets. This role involves managing the daily functions of the security department, maintaining logs and certifications, and training staff in emergency procedures. You will also be responsible for...

  • Sr. Developer with incident messaging experience

    2 weeks ago

    Orlando, United States TechLink Resources, Inc Full time

    Sr. DeveloperMUST BE HYBRID (ON-SITE) ORLANDO NO EXCEPTIONS. This project is the development/automation of a new incident communication system for multiple applications used in the Company Enterprise.Basic qualifications:• Bachelor's degree in computer science or similar field or related work experience.• 5 plus years of dynamically related experience in...

  • Sr. Developer with incident messaging experience

    1 week ago

    orlando, United States TechLink Resources, Inc Full time

    Sr. DeveloperMUST BE HYBRID (ON-SITE) ORLANDO NO EXCEPTIONS. This project is the development/automation of a new incident communication system for multiple applications used in the Company Enterprise.Basic qualifications:• Bachelor's degree in computer science or similar field or related work experience.• 5 plus years of dynamically related experience in...

  • Sr. Developer with incident messaging experience

    2 weeks ago

    Orlando, United States TechLink Resources, Inc Full time

    Sr. DeveloperMUST BE HYBRID (ON-SITE) ORLANDO NO EXCEPTIONS. This project is the development/automation of a new incident communication system for multiple applications used in the Company Enterprise.Basic qualifications:• Bachelor's degree in computer science or similar field or related work experience.• 5 plus years of dynamically related experience in...

  • Enterprise Network Engineer

    2 weeks ago

    Orlando, Florida, United States Merge IT LLC Full time

    Job SummaryMerge IT LLC is seeking an experienced Enterprise Network Engineer to join our team. As a Major Incident Response Specialist, you will be responsible for restoring service as quickly as possible, while minimizing impact to the business. This includes ensuring timely and effective communication, governing and driving all technical ownership and...

  • Health and Safety Manager

    4 weeks ago

    Orlando, Florida, United States CEMEX Full time

    Job SummaryCemex is seeking a highly skilled Health and Safety Manager to join our team. As a key member of our organization, you will be responsible for implementing and managing site-specific, comprehensive Health and Safety programs throughout assigned locations.ResponsibilitiesDevelop and implement comprehensive Health and Safety policies and procedures...

  • Fleet Manager

    4 weeks ago

    Orlando, United States Coca-Cola Beverages Florida Full time

    Coke Florida is searching for a Fleet Manager - North overseeing our Orlando and Jacksonville Fleet.As a Coke Florida Manager, Fleet Maintenance you will be responsible for the supervision of the daily operations of the Northern Fleet Maintenance department. You will be responsible to Lead, Teach, Coach the supervisor team within the designated area along...

  • IT Service Delivery Manager

    1 week ago

    Orlando, Florida, United States Miller's Ale House Full time

    Job SummaryMiller's Ale House is seeking an experienced IT Service Manager to oversee the delivery of IT services across the organization. The ideal candidate will have a strong background in IT service management, excellent problem-solving skills, and the ability to lead and manage teams in a fast-paced environment.Key Responsibilities* Manage service...

Major Incident Manager

2 months ago

Orlando, United States ServiceNow Full time
Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

This position reports to Manager, Major Incident Management

ServiceNow is changing the way people work. With a service orientation toward the activities, tasks, and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before.

We’re disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our product, and we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better.

*Please note this opening is for the following shift: Monday- Friday 8-4 or 9-5 EST*

“This position requires passing a ServiceNow background screening, USFedPASS (US Federal Personnel Authorization Screening Standards). This includes a credit check, criminal/misdemeanor check, and taking a drug test. Any employment is contingent upon passing the screening. Due to Federal requirements, only US citizens, US naturalized citizens or US Permanent Residents, holding a green card, will be considered.”

The Major Incident Manager is a key driver for managing the resolution of technical problems with severe consequences to ServiceNow or our customers. This responsibility includes collaborating and partnering with the entire organization to drive action and foster growth. As a member of the Global Technical Support team, the Major Incident Manager should be both technically competent and business-oriented. A Major Incident Manager must be able to work outside of regular business hours (weekend shifts, holidays, & evenings) as needed. At all times, the Major Incident Manager will ensure:

·        Drive incidents to resolution and ensure accurate and timely customer and executive communications.

·        Ensure the correct resources are working on the resolution of major incidents appropriate to the severity and identify when escalation is required and trigger such escalation accordingly.

·        Ensure that incident management processes are followed and that incident post-mortems are completed to capture process deviations and areas for improvements.

·        Deliver consistent communication to Management and customers.

·        Own the customer situation as a single point of contact for the customer escalation team.

What you get to do in this role:  

·        Drive the ServiceNow Major Incident Management Process for critical customer situations.

·        Coordinate with peer managers worldwide on resources, issues, and schedules

·        Assemble, work with, and manage cross-organizational teams.

·        Support accurate and consistent maintenance of technical and management escalation processes.

·        Primary lead for Customer Support during customer outages

·        Ownership and execution of the active critical incident management process, including:

·        Facilitate the resolution effort and determine when it is necessary to engage additional resources if the resolution effort is stalled during the call with stakeholders.

·        Engagement of escalation management resources

·        Manage customer and internal communications at an executive level.

·        Timeline documentation and review

·        Manage event communications.

·        Establish and manage bridge calls with engineers and customers on single-customer outages.

·        Attend and drive multi-customer outage bridges.

·        Crafts business-appropriate communications for the affected operating groups and manages communication on a critical incident conference call

·        Incident Resolution handoffs along with detailed notes and a summary of the business impact and duration to the Problem Management team

·        Perform other duties and projects as assigned.

Qualifications

Qualifications and technical skills that will lead to your success:

 

-        Minimum of 4+ years’ experience in critical/crisis management for technical customer escalations

-        Bachelor’s degree in business, computer science, engineering, or related field or equivalent experience

-        Excellent communication skills (both verbal and written)

-        Extensive experience supporting and managing technical environments; demonstrated leadership skills in fast-paced, highly dynamic situations.

-        Must be technically literate and be able to articulate technical issues in a meaningful way to both engineers and executive-level management.

-        The ability to communicate confidently and clearly on conference calls, in meetings, and via email at all levels of the organization is essential.

-        Strong organizational skills with the ability to manage multiple tasks simultaneously.

-        Customer focus and ownership, use of own initiative, and a proactive approach to work

-        Crisis management skills: ability to set priorities, pursue multiple threads simultaneously, accurately reflect the current state, and drive towards the desired state.

-        Ability to maintain calm during stressful situations.

-        A team player who is influential and builds good working relationships across all functions.

-        Excellent project management skills, including demonstrated ability to manage projects across teams where influencing skills are required.

-        Experience or knowledge working with relational databases (e.g., MySQL, Oracle)

FD21

 

Additional Information

Work Personas 

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer 

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations 

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact talent.acquisition@servicenow.com for assistance. 

Export Control Regulations 

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

From Fortune. ©2024 Fortune Media IP Limited. All rights reserved. Used under license.