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Major Incident Manager
2 months ago
We are seeking a highly skilled and experienced Major Incident Manager to join our team at ServiceNow. As a key member of our Global Technical Support team, you will be responsible for managing the resolution of technical problems with serious consequences to our customers and our organization.
Key Responsibilities- Drive Incidents to Resolution: Collaborate with cross-functional teams to drive incidents to resolution, 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.
- Drive the ServiceNow Major Incident Management Process: Coordinate with peer managers worldwide on resources, issues, and schedules.
- Manage CritSit Metrics: Manage and report ongoing CritSit metrics.
- Support Escalation Processes: Support accurate and consistent maintenance of technical and management escalation processes.
- Recovery Playbooks: Create and maintain recovery playbooks for commonly occurring customer patterns and issues.
- Technical Support Lead: Primary lead for Technical Support during customer outages.
- Critical Incident Management: Ownership and execution of the active critical incident management process, including event analysis, facilitation of the resolution effort, engagement of escalation management resources, and management of customer and internal communications at an executive level.
- Event Communications: Establish and manage bridge calls with engineers and customers on single customer outages, craft business-appropriate communications for the affected operating groups, and manage 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 are prevented from occurring in the future.
- Experience: Minimum of 5 years of experience in critical/crisis situation management for technical customer escalations.
- Education: Bachelor's degree in business, computer science, engineering, or a related field, or equivalent experience.
- Skills: Excellent communication skills (both verbal and written), strong organizational skills, customer focus and ownership, use of own initiative and a proactive approach to work, ability to communicate confidently and clearly on conference calls, in meetings, and via email, at all levels of the organization.
- Technical Skills: Extensive experience supporting and managing technical environments, demonstrated leadership skills under fast-paced, highly dynamic situations, ability to articulate technical issues in a meaningful way to both engineers and executive-level management, crisis management skills, ability to maintain calm during stressful situations, and experience or working knowledge with relational databases (e.g., MySQL, Oracle).
