Major Incident Manager
2 weeks ago
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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