Major Incident Manager

ServiceNow is seeking a Major Incident Manager to drive the resolution of critical technical problems, ensuring accurate and timely customer and executive communications, and fostering growth within the Global Technical Support team. This position involves collaborating with peers, organizing resources, managing communications, and ensuring appropriate escalation pathways are followed.

Requirements

• Minimum of 4+ 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)
• Comfortable leveraging AI-driven tools to accelerate incident detection, correlation, and resolution, ensuring faster restoration of service
• Extensive experience supporting and managing technical environments; demonstrated leadership skills in fast-paced, highly dynamic situations
• 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
• 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
• Team player who is influential and builds good working relationships across all functions.

Benefits

• Competitive Salary
• Opportunities for growth and development