Senior Major Incident Manager

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,400+ customers, we serve approximately 80% of the Fortune 500, and we're proud to be one of FORTUNE's 100 Best Companies to Work For® and World's Most Admired Companies® 2022.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

The Senior Major Incident Manager is a key driver for managing the resolution of technical problems with serious consequences to ServiceNow or our customers. This responsibility includes collaborating and partnering with the entire organization to drive action and foster growth. As a member of the Global Technical Support team, the Senior Major Incident Manager is both technically competent and business oriented. The Major Incident Manager must able to work outside of normal 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 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

· Deliver consistent communication to Management and customers

· Own the customer situation as a single point of contact for the customer escalation team

*Please note this opening is for the following shift: Monday- Friday 8-5 or 9-6 EST*

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

· Support accurate and consistent maintenance of technical and management escalation processes

· Primary lead for Customer Support during customer outages

· Ownership and execution of the active critical incident management process, including:

· 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

· 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

To be successful in this role you have:

· Minimum of 7 year’s 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)

· Experience supporting and managing technical environment