Major Incident Manager
4 weeks ago
This position reports to: Senior 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 8-5 or 9-6 PST*
“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 serious 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 is both technically competent and business oriented. The Major Incident Manager must be able to work outside of normal 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 outage
· 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
· Post event program management
· 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
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