Major Incident Manager

6 days ago

Sydney, New South Wales, Australia ServiceNow, Inc. Full time
Job Summary

We are seeking a highly skilled Major Incident Manager to join our Global Technical Support team at ServiceNow, Inc. This is a critical role that requires exceptional technical expertise, business acumen, and leadership skills to manage and resolve complex technical problems with serious consequences to our customers and the company.

Key Responsibilities
  • Drive Incidents to Resolution: Collaborate with cross-functional teams to identify and resolve critical technical issues, ensuring accurate and timely customer and executive-level communications.
  • Ensure Resource Allocation: Ensure the correct resources are working on the resolution of major incidents, identifying when escalation is required and triggering such escalation accordingly.
  • Process Improvement: Ensure that incident management processes are followed, and incident post-mortems are completed to capture process deviations and areas for improvement.
What You'll Get to Do
  • Drive the ServiceNow Major Incident Management Process: Coordinate with peer managers worldwide on resources, issues, and schedules to ensure seamless incident resolution.
  • Manage CritSit Metrics: Oversee and report ongoing CritSit metrics to ensure timely and accurate incident resolution.
  • Support Escalation Processes: Collaborate with technical teams to maintain and improve technical and management escalation processes.
  • Develop Recovery Playbooks: Create and maintain recovery playbooks for commonly occurring customer patterns and issues.
  • Lead Technical Support: Primary lead for Technical Support during customer outages, ensuring timely and effective incident resolution.
Requirements
  • Technical Expertise: Minimum of 5 years of experience in critical/crisis situation management for technical customer escalations.
  • Business Acumen: Bachelor's degree in business, computer science, engineering, or related field or equivalent experience.
  • Communication Skills: Excellent communication skills (both verbal and written) to effectively communicate with technical teams, customers, and executive-level management.
  • Leadership Skills: 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.
  • Technical Literacy: Must be technically literate and able to articulate technical issues in a meaningful way to both engineers and executive-level management.
  • Crisis Management Skills: Ability to set priorities, pursue multiple threads at the same time, accurately reflect current state, and drive towards desired state.
  • Team Player: A team player who is influential and builds good working relationships across all functions.
What We Offer

We provide competitive compensation, generous benefits, and a professional atmosphere. This is a collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business.

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