Senior Major Incident Manager

Overview Senior Major Incident Manager at ServiceNow
Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
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.
Manage and report ongoing CritSit metrics.
Support accurate and consistent maintenance of technical and management escalation processes.
Create and maintain recovery playbooks for commonly occurring customer patterns and issues.
Primary lead for Technical Support during customer outages
Ownership and execution of the active critical incident management process, including:
Event analysis, applying the ITIL (Information Technology Infrastructure Library) framework for severity and impact.
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
Conduct post-event analysis, leveraging the ITIL problem management process and relationships with engineering to ensure that issues prevent further occurrences.
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 Minimum of 5 years experience in critical/crisis situation management for technical customer escalations
Bachelor's degree in business, computer science, engineering or related field or equivalent experience
Comfortable leveraging AI-driven tools to accelerate incident detection, correlation, and resolution, ensuring faster restoration of service.
Support and promote AI adoption across incident management workflows, enabling teams to operate more proactively and efficiently.
Analyze and interpret AI-powered insights (e.g., predictive risk signals, automated incident summaries, or recommended actions) to drive decision-making and improve major incident outcomes.
Excellent communication skills (both verbal and written)
The ability to communicate confidently and clearly on conference calls, in meetings and via email at all levels of the organisation is essential.
Strong organisational skills with the ability to manage multiple tasks simultaneously.
Customer focus and ownership, use of own initiative and a proactive approach to work
Crafts business-appropriate communications for the affected operating groups and manages communication on a major incident conference call.
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.
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)
Additional Information Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
From Fortune. 2025 Fortune Media IP Limited. All rights reserved. Used under license.
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