Incident Manager

Workday•Atlanta, GA

2d•Hybrid

About The Position

Your work days are brighter here. We’re obsessed with making hard work pay off, for our people, our customers, and the world around us. As a Fortune 500 company and a leading AI platform for managing people, money, and agents, we’re shaping the future of work so teams can reach their potential and focus on what matters most. The minute you join, you’ll feel it. Not just in the products we build, but in how we show up for each other. Our culture is rooted in integrity, empathy, and shared enthusiasm. We’re in this together, tackling big challenges with bold ideas and genuine care. We look for curious minds and courageous collaborators who bring sun-drenched optimism and drive. Whether you're building smarter solutions, supporting customers, or creating a space where everyone belongs, you’ll do meaningful work with Workmates who’ve got your back. In return, we’ll give you the trust to take risks, the tools to grow, the skills to develop and the support of a company invested in you for the long haul. So, if you want to inspire a brighter work day for everyone, including yourself, you’ve found a match in Workday, and we hope to be a match for you too. About the Team The Incident Management and Service Engineering team within Workday's Product and Technology organization handles critical incidents, internal communications, and large-scale customer-impacting events. Our goal is to drive exceptional operational outcomes! The team enhances the overall customer experience by taking ownership of critical issues, enabling prompt resolutions, and resolving root causes. About the Role As part of the (IMSE) team, you will lead widespread incidents that impact our customers. We are a global 24/7 operating team, responsible for ensuring the appropriate business and technology leaders and their teams are engaged to restore disrupted services. This role provides broad exposure to all facets of Workday services and architecture, deepening your understanding of the Workday ecosystem, including both on-premise and cloud-based solutions. Every day will bring new and exciting opportunities that include: Leading major incident response and working towards resolution. Providing concise and timely communication on developing and progressing issues to Workday’s Support Teams, and internal collaborators including senior leadership. Working to improve relevant metrics such as ‘mean time to detect’ and ‘mean time to resolve’ for all incident types. Facilitating Root Cause Analysis and Post Event Reviews after each incident to minimize recurrence. Collaborating with key partners across Workday as advocates on behalf of customers to drive improvements in their experience and develop mechanisms that support and improve E2M’s ability to deliver on that objective. Facilitating post mortems of operational failures, implementing corrective actions and identifying improvement opportunities for existing processes. Analyzing and Communicating data trends across a variety of sources to identify potential issues. About You We are seeking a highly motivated and experienced individual who thrives in a fast-paced environment. You possess exceptional leadership skills and remain calm under pressure, making sound decisions in critical situations. You are passionate about advocating for our customers! Key traits we are looking for: Strong Incident Command: Demonstrates the ability to take charge during incidents, providing clear and crucial direction to multi-functional teams. Confident decision-making in high-pressure situations minimizes disruption and ensures successful incident resolution. Superb Communication: Effectively communicates complex technical information to both technical and non-technical audiences, ensuring everyone is advised and aligned. Problem-Solving: Skilled problem-solver, capable of quickly assessing situations and implementing effective solutions. Leadership and Delegation: Effectively leads and delegates tasks, ensuring everyone understands their responsibilities and is held accountable for their contributions.

Requirements

Applicants should have relevant tertiary qualifications (Information Systems / IT / Business Analyst / Engineering / similar)
5+ years of experience in Support Engineering, Incident Commander, Customer Escalations, Technical Communications, or in a Technical Operations/Support role
3+ years experience as an incident commander and incident management.
Established history of optimally leading issues through resolution and priority management at both the service owners and executive levels.
Strong Incident Command: Demonstrates the ability to take charge during incidents, providing clear and crucial direction to multi-functional teams. Confident decision-making in high-pressure situations minimizes disruption and ensures successful incident resolution.
Superb Communication: Effectively communicates complex technical information to both technical and non-technical audiences, ensuring everyone is advised and aligned.
Problem-Solving: Skilled problem-solver, capable of quickly assessing situations and implementing effective solutions.
Leadership and Delegation: Effectively leads and delegates tasks, ensuring everyone understands their responsibilities and is held accountable for their contributions.

Nice To Haves

3+ years of direct experience leading high-priority incidents in a fast-paced environment.
Industry practices related to Service Management and Lifecycle; ITIL/IT Service Management methodology.
Ability to review complex technical details regarding ongoing issues/events and convey the key. details to senior partners, including recommendations, to facilitate real-time decision making.
Familiarity with Cloud services with a focus on high availability and fault tolerant design a plus
Knowledge of ITIL/Lean Processes.
Excellent technical writing and communication.

Responsibilities

Leading major incident response and working towards resolution.
Providing concise and timely communication on developing and progressing issues to Workday’s Support Teams, and internal collaborators including senior leadership.
Working to improve relevant metrics such as ‘mean time to detect’ and ‘mean time to resolve’ for all incident types.
Facilitating Root Cause Analysis and Post Event Reviews after each incident to minimize recurrence.
Collaborating with key partners across Workday as advocates on behalf of customers to drive improvements in their experience and develop mechanisms that support and improve E2M’s ability to deliver on that objective.
Facilitating post mortems of operational failures, implementing corrective actions and identifying improvement opportunities for existing processes.
Analyzing and Communicating data trends across a variety of sources to identify potential issues.

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