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Major Incident Manager
2 months ago
Job Summary:
The Major Incident Manager is a critical role within the ServiceNow organization, responsible for managing the resolution of technical problems with serious consequences to the company or its customers. This position requires a unique blend of technical expertise, business acumen, and crisis management skills.
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.
- Coordinate with peer managers worldwide on resources, issues, and schedules.
- Manage and report ongoing Crit Sit 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.
- Craft business-appropriate communications for the affected operating groups and manage communication on a critical incident conference call.
- 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.
Requirements:
- Minimum of 5 years of 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.
- 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.
- Extensive experience supporting and managing technical environments; demonstrated leadership skills under fast-paced, highly dynamic situations.
- Must be technically literate and 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., My SQL, Oracle).
What We Offer:
ServiceNow is a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. 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.
