Senior Major Incident Manager

Company Description

This position reports to the Sr Manager of Major Incident Management.

ServiceNow is changing the way people work. With a service orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever.

We are disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our product, and we live for our customers. We have high expectations, and a career at ServiceNow means always challenging yourself to be better.

The Major Incident Manager is a key driver for managing the resolution of technical problems with severe consequences to ServiceNow or our customers. This responsibility includes collaborating and partnering with the organisation to drive action and foster growth. As a Global Technical Support team member, the Major Incident Manager is technically competent and business-oriented. The Major Incident Manager must be able to work outside of regular business hours (weekend shifts, holidays, & evenings) as needed. At all times, the Major Incident Manager will ensure:

• 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, identify when escalation is required, and trigger such escalation accordingly.
• Ensure that incident management processes are followed and that incident postmortems are completed to capture process deviations and improvement areas.

Job Description

What you get to do in this role:

• Drive the ServiceNow Major Incident Management Process for critical customer situations.
• Coordinate with peer managers worldwide on resources, issues, and schedules.
• Assemble, work with, and manage cross-organizational teams.
• 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 (Information Technology Infrastructure Library) 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
• Attend and drive multi-customer outage bridges.
• 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 ensure that issues 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.

Qualifications

Qualifications and technical skills that will lead to your success:

• 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 organisation is essential.
• Strong organisational 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 in 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: ability to set priorities, pursue multiple threads simultaneously, accurately reflect the curren