Major Incident Manager

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:   

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 operate

faster and be more scalable than ever before.

We’re disruptive. We work hard but try not to take ourselves too seriously. We are highly

adaptable and constantly evolving. We are passionate about our product, and we live for our

customers. We have high expectations and a career at ServiceNow means challenging yourself

to always be better.

“This position requires passing a ServiceNow background screening, USFedPASS (US Federal

Personnel Authorization Screening Standards). This includes a credit check,

criminal/misdemeanor check, and taking a drug test. Any employment is contingent upon

passing the screening. Due to Federal requirements, only US citizens, US naturalized citizens or US

Permanent Residents, holding a green card, will be considered.”

This position reports to: Senior Manager, Major Incident Management

The 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 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.

Qualifications and technical skills that will lead to your success:

• 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 3 to 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)

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.

FD21

For positions in this location, we offer a base pay of $103,000 - $175,100, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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 [email protected] 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. 

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