Major Incident Manager

ServiceNow • Alafaya, FL

285d

About The Position

This position reports to: 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.

Requirements

• Minimum of 4 year's experience in critical/crisis situation 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).
• Experience supporting and managing technical environments; demonstrated leadership skills under fast-paced, highly dynamic situations.
• Excellent written and verbal communication skills are required, including the ability to communicate technical concepts clearly and effectively.
• The ability to communicate confidently and clearly on conference calls, in meetings and via email, at all levels of the organization is essential.
• A team player who is influential and builds good working relationships across all functions.
• Ability to facilitate conversations with large groups of remote people.
• Ability to maintain calm during stressful situations.

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.
• 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 facilitating the resolution effort and determining 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.
• Craft business appropriate communications for the affected operating groups and manage 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.

Benefits

• Competitive compensation
• Generous benefits
• Professional atmosphere
• Collaborative and inclusive work environment

What This Job Offers

• Job Type: Full-time
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree