Major Incident Manager

2 weeks ago


Orlando, Florida, United States ServiceNow Full time
Job Description

ServiceNow is seeking a highly skilled Major Incident Manager to join our team. 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 ServiceNow or our customers.

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.

Requirements:

  • 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.

What We Offer:

  • A dynamic and supportive work environment
  • Opportunities for professional growth and development
  • A competitive salary and benefits package


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