Senior Major Incident Manager

Summary

Join ServiceNow as a Senior Major Incident Manager and play a critical role in managing the resolution of technical issues impacting ServiceNow or its customers. Collaborate across the organization to drive effective solutions and foster continuous improvement. As a member of the Global Technical Support team, leverage technical expertise and strong business acumen to lead incident resolution efforts, ensuring timely communication. Maintain compliance with incident management processes and oversee post-incident reviews. Serve as the primary point of contact for customer escalations, demonstrating high accountability and responsiveness. Drive the ServiceNow Major Incident Management Process for critical customer situations, coordinating with peer managers worldwide. This position requires passing a ServiceNow background screening, including a credit check, criminal/misdemeanor check, and a drug test. Due to Federal requirements, only US citizens, US naturalized citizens, or US Permanent Residents holding a green card will be considered.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry
• Minimum of 5+ years’ experience in critical/crisis 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)
• 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
• The ability to communicate confidently and clearly on conference calls, in meetings, and via email at all levels of the organization is essential
• 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
• Craft business-appropriate communications for the affected operating groups and manage communication on a major incident conference call
• Crisis management skills: ability to set priorities, pursue multiple threads simultaneously, accurately reflect the current state, and drive towards the 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 knowledge working with relational databases (e.g., MySQL, Oracle)

Responsibilities

• Lead incident resolution efforts, ensuring timely and accurate communication with customers and executives
• Ensure the appropriate resources are engaged for major incidents based on severity, escalating when necessary
• Maintain compliance with incident management processes and oversee the completion of post-incident reviews to identify opportunities for improvement
• Provide clear and consistent updates to leadership and customers
• Serve as the primary point of contact for customer escalations, ensuring a high level of accountability and responsiveness
• 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: Facilitating the resolution effort and determining 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
• Establish and manage bridge calls with engineers and customers on single-customer outages
• Attend and drive multi-customer outage bridges
• Craft business-appropriate communications for the affected operating groups and manage 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 on the Problem Management team
• Perform other duties and projects as assigned

Benefits

• We provide competitive compensation, generous benefits, and a professional atmosphere
• This is a very collaborative and inclusive work environment where individuals strong in 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