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Senior Incident Manager
2 months ago
We are seeking a highly skilled and experienced Senior Incident Manager to join our team at ServiceNow. As a key member of our Global Technical Support team, you will be responsible for managing critical customer situations and ensuring timely and accurate communication with stakeholders.
Key Responsibilities- 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.
- 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:
- Event analysis, applying the ITIL framework for severity and impact.
- 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.
- 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).
- The ability to communicate confidently and clearly on conference calls, in meetings and via email, at all levels of the organization is essential.
- 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.
- Experience or working knowledge with relational databases (e.g.MySQL, Oracle).
