Major Incident Manager

ServiceNow is seeking a Major Incident Manager to drive the resolution of technical problems with severe consequences to the company or its customers. This role involves collaborating with the Global Technical Support team, orchestrating resources, managing escalations, and ensuring consistent communication to stakeholders. It requires operating outside regular business hours and ensuring the timely resolution of critical incidents, with a focus on accuracy, responsiveness, and a proactive approach to incident management.

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
• Proficiency in Portuguese, English, and Spanish is preferred
• Excellent communication skills (both verbal and written)
• Ability to leverage AI-driven tools to accelerate incident detection, correlation, and resolution
• Experience supporting and managing technical environments
• Must be technically literate and be able to articulate technical issues in a meaningful way
• Strong organizational skills
• Customer focus and ownership
• Experience or knowledge working with relational databases (e.g., MySQL, Oracle)

Benefits

• Competitive salary
• Professional development opportunities