Senior Incident
1 week ago
Apply remote type Flex locations Ireland, Dublin time type Full Time posted on Posted Yesterday job requisition id JR-0093528
Your work days are brighter here.
At Workday, it all began with a conversation over breakfast. When our founders met at a sunny California diner, they came up with an idea to revolutionize the enterprise software market. And when we began to rise, one thing that really set us apart was our culture. A culture which was driven by our value of putting our people first. And ever since, the happiness, development, and contribution of every Workmate is central to who we are.
At Workday, we value our candidates' privacy and data security. Workday will never ask candidates to apply to jobs through websites that are not Workday Careers.
About the Team
The Escalation and Event Management (E2M) team within Workday's Product and Technology organization handles critical incidents, internal communications, and large-scale customer-impacting events. Our goal is to drive exceptional operational outcomes
About the Role
As part of the (E2M) team, you will lead widespread incidents that impact our customers. We are a global 24/7 operating team, responsible for ensuring the appropriate business and technology leaders and their teams are engaged to restore disrupted services. This role provides broad exposure to all facets of Workday services and architecture.
Every day will bring new and exciting opportunities that include:
- Leading major incident response and working towards resolution.
- Providing concise and timely communication on developing and progressing issues to Workday's Support Teams, and internal collaborators including senior leadership.
- Working to improve relevant metrics such as 'mean time to detect' and 'mean time to resolve' for all incident types.
- Facilitating Root Cause Analysis and Post Event Reviews after each incident to minimize recurrence.
- Collaborating with key partners across Workday as advocates on behalf of customers to drive improvements in their experience.
- Facilitating post mortems of operational failures, implementing corrective actions and identifying improvement opportunities for existing processes.
- Analyzing and communicating data trends across a variety of sources to identify potential issues.
About You
We are seeking a highly motivated and experienced individual who thrives in a fast-paced environment. You possess exceptional leadership skills and remain calm under pressure, making sound decisions in critical situations. You are passionate about advocating for our customers
Key traits we are looking for:
- Strong Incident Command: Demonstrates the ability to take charge during incidents, providing clear and crucial direction to multi-functional teams.
- Superb Communication: Effectively communicates complex technical information to both technical and non-technical audiences.
- Problem-Solving: Skilled problem-solver, capable of quickly assessing situations and implementing effective solutions.
- Leadership and Delegation: Effectively leads and delegates tasks, ensuring everyone understands their responsibilities.
Basic Qualifications:
- 5+ years of experience in Support Engineering, Incident Commander, Customer Escalations, Technical Communications, or in a Technical Operations/Support role
- Demonstrable experience as an incident commander and incident management.
- Industry practices related to Service Management and Lifecycle; ITIL/IT Service Management methodology.
- Established history of optimally leading issues through resolution and priority management.
Other Qualifications:
- 3-5 years of direct experience leading high-priority incidents in a fast-paced environment.
- Ability to review complex technical details regarding ongoing issues/events and convey the key details to senior partners.
- Familiarity with Cloud services with a focus on high availability and fault tolerant design a plus.
- Knowledge of ITIL/Lean Processes.
- Excellent technical writing and communication.
Our Approach to Flexible Work
With Flex Work, we're combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work.
About Workday
At Workday, our employees have always been our number one Core Value. We understand that everyone has unique experiences and perspectives which is why our mission is to create a safe space where all people and ideas are welcomed.
Workday is a leading provider of enterprise cloud applications for finance and human resources. Founded in 2005, Workday delivers financial management, human capital management, and analytics applications designed for the world's largest companies.
Workday is proud to be an equal opportunity workplace. Individuals seeking employment at Workday are considered without regards to age, ancestry, color, gender, gender identity or expression, genetic information, marital status, medical condition, mental or physical disability, national origin, race, religion, sexual orientation, military or veteran status, or any other characteristic protected by law.
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