Senior Major Incident Manager

ServiceNow is changing the way people work. With a service orientation toward the activities,tasks, and processes that make up day-to-day work life, we help the modern enterprise operatefaster and be more scalable than ever before.We’re disruptive. We work hard but try not to take ourselves too seriously. We are highlyadaptable and constantly evolving. We are passionate about our product, and we live for ourcustomers. We have high expectations and a career at ServiceNow means challenging yourselfto always be better.“This position requires passing a ServiceNow background screening, USFedPASS (US FederalPersonnel Authorization Screening Standards). This includes a credit check,criminal/misdemeanor check, and taking a drug test. Any employment is contingent uponpassing the screening. Due to Federal requirements, only US citizens, US naturalized citizens or USPermanent Residents, holding a green card, will be considered.”Please note this opening is for the following shift: Tuesday - Saturday 5 pm to 1 am US Pacific Shift This position reports to: Senior Manager, Major Incident ManagementThe Senior Major Incident Manager plays a critical role in managing the resolution of technical issues that significantly impact ServiceNow or its customers. This role requires close collaboration across the organization to drive effective solutions and foster continuous improvement. As a member of the Global Technical Support team, the Major Incident Manager should have both technical expertise and strong business acumen. This role requires flexibility to work outside standard business hours, including weekends, holidays, and evenings as needed.Key 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.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.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 callPost-event program managementIncident Resolution handoffs along with detailed notes and a summary of the business impact and duration on the Problem Management teamPerform other duties and projects as assigned.