Major Incident Manager

4 months ago

Sydney, Australia ServiceNow Full time

**Company Description**
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

**_
Note: This position requires the Australian Baseline Security Clearance. If offered employment, you must be willing to complete and successfully pass the adjudication process. Only Australian citizens currently residing in Australia for at least the past 3 years will be considered._**

**This position reports to**: Manager, Major Incident Management

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 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 level 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

**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
- Manage and report ongoing CritSit metrics
- Support accurate and consistent maintenance of technical and management escalation processes
- Create and maintain recovery playbooks for commonly occurring customer patterns and issues
- Primary lead for Technical 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
- Crafts business appropriate communications for the affected operating groups and manages communication on a critical incident conference call
- Post event program management
- Conduct post-event analysis, leveraging the ITIL problem management process and relationships with engineering to assure that issues to prevent further occurrences
- 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

**Qualifications** To be successful in this role, we need someone who has**
- Minimum of 5 years 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)
- Strong organizational skills with the ability to manage multiple tasks simultaneously
- Customer focus and ownership, use of own initiative and a proactive approach to work
- Crafts business appropriate communications for the affected operating groups and manages communication on a major incident conference call
- Extensive experience supporting and managing technical environments; demonstrated leadership skills under fast-paced, highly dynamic situations
- Must be technically literate and be able to articulate technical issues in a meaningful way to both engineers and executive level management
- Crisis management skills: able to set priorities, pursue multiple threads at the same time, accurately reflect current state and drive towards desired state
- Ability to maintain calm during stressful situations
- A team player who is influential and builds good working relationships across all functions.
- Excellent project management skills, including demonstrated ability to manage projects across teams where influencing skills are required
- Experienc

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