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Major Incident Manager

2 months ago

Orlando, Florida, United States ServiceNow Full time
Job Description

**About the Role**

We are seeking a highly skilled and experienced Major Incident Manager to join our team at ServiceNow. As a key member of our Global Technical Support team, you will be responsible for managing the resolution of technical problems with severe consequences to our customers and the company.

Key Responsibilities**

  • 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'll Get to Do**

  • 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.

Qualifications**

  • 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).

Work Environment**

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.

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.