Major Incident Manager
| Company | ServiceNow |
|---|---|
| Location | Orlando, FL, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Mid Level, Senior |
Requirements
- Minimum of 4 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 environments; demonstrated leadership skills under fast-paced, highly dynamic situations
- Excellent written and verbal communication skills are required, including the ability to communicate technical concepts clearly and effectively
- The ability to communicate confidently and clearly on conference calls, in meetings and via email, at all levels of the organization is essential
- A team player who is influential and builds good working relationships across all functions
- Ability to facilitate conversations with large groups of remote people
- Ability to maintain calm during stressful situations
Responsibilities
- 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
Preferred Qualifications
-
No preferred qualifications provided.