Senior Incident
3 weeks ago
Apply remote type Flex locations Ireland, Dublin time type Full Time posted on Posted 2 Days Ago 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. Our culture is driven by our value of putting our people first, making the happiness, development, and contribution of every Workmate central to who we are. We believe a healthy employee-centric, collaborative culture is essential for business success. We look after our people, communities, and the planet while being profitable. Feel encouraged to shine, however that manifests: you don't need to hide who you are.
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 by enhancing the overall customer experience through ownership of critical issues, enabling prompt resolutions, and resolving root causes.
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, deepening your understanding of the Workday ecosystem, including both on-premise and cloud-based solutions.
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 various 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 at both the service owners and executive levels.
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 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 skills.
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 organizations ranging from medium-sized businesses to Fortune 50 enterprises.
Workday is proud to be an equal opportunity workplace. We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us.
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