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Senior Incident Resolution Manager
2 months ago
We are seeking a highly skilled Senior Incident Resolution 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.
Key Responsibilities- Drive Incidents to Resolution: Ensure accurate and timely customer and executive level communications.
- Resource Allocation: 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.
- Process Improvement: 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 CritSit Metrics: Ongoing.
- Support Escalation Processes: Accurate and consistent maintenance of technical and management escalation processes.
- Create Recovery Playbooks: For commonly occurring customer patterns and issues.
- Lead Technical Support: During customer outages.
- Active Critical Incident Management: Ownership and execution of the active critical incident management process, including event analysis, applying the ITIL framework for severity and impact, facilitation of the resolution effort, engagement of escalation management resources, management of customer and internal communications at an executive level, timeline documentation, and review.
- 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.
- Minimum 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.
- Technical Literacy: Ability 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.
- Team Player: 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 with Relational Databases: (e.g. MySQL, Oracle).
