Senior Incident & Escalation Manager

Your work days are brighter here.

At Workday, it all began with a conversation over breakfast. When our founders met at a sunny California diner, they came up with an idea to revolutionize the enterprise software market. And when we began to rise, one thing that really set us apart was our culture. A culture which was driven by our value of putting our people first. And ever since, the happiness, development, and contribution of every Workmate is central to who we are. Our Workmates believe a healthy employee-centric, collaborative culture is the essential mix of ingredients for success in business. That’s why we look after our people, communities and the planet while still being profitable. Feel encouraged to shine, however that manifests: you don’t need to hide who you are. You can feel the energy and the passion, it's what makes us unique. Inspired to make a brighter work day for all and transform with us to the next stage of our growth journey? Bring your brightest version of you and have a brighter work day here.

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About the Team

The Escalation and Event Management (E2M) team within Workday's Product and Technology organization handles critical incidents, internal communications, and large-scale customer-impacting events. Our goal is to drive exceptional operational outcomes! The team enhances the overall customer experience by taking ownership of critical issues, enabling prompt resolutions, and resolving root causes.

About the Role

As part of the (E2M) team, you will lead widespread incidents that impact our customers. We are a global 24/7 operating team, responsible for ensuring the appropriate business and technology leaders and their teams are engaged to restore disrupted services. This role provides broad exposure to all facets of Workday services and architecture, deepening your understanding of the Workday ecosystem, including both on-premise and cloud-based solutions.

Every day will bring new and exciting opportunities that include:

• Leading major incident response and working towards resolution.

• Providing concise and timely communication on developing and progressing issues to Workday’s Support Teams, and internal collaborators including senior leadership.

• Working to improve relevant metrics such as ‘mean time to detect’ and ‘mean time to resolve’ for all incident types.

• Facilitating Root Cause Analysis and Post Event Reviews after each incident to minimize recurrence.

• Collaborating with key partners across Workday as advocates on behalf of customers to drive improvements in their experience and develop mechanisms that support and improve E2M’s ability to deliver on that objective.

• Facilitating post mortems of operational failures, implementing corrective actions and identifying improvement opportunities for existing processes.

• Analyzing and Communicating data trends across a variety of sources to identify potential issues.

About You

We are seeking a highly motivated and experienced individual who thrives in a fast-paced environment. You possess exceptional leadership skills and remain calm under pressure, making sound decisions in critical situations. You are passionate about advocating for our customers!

Key traits we are looking for:

• Strong Incident Command: Demonstrates the ability to take charge during incidents, providing clear and crucial direction to multi-functional teams. Confident decision-making in high-pressure situations minimizes disruption and ensures successful incident resolution.

• Superb Communication: Effectively communicates complex technical information to both technical and non-technical audiences, ensuring everyone is advised and aligned.

• Problem-Solving: Skilled problem-solver, capable of quickly assessing situations and implementing effective solutions.

• Leadership and Delegation: Effectively leads and delegates tasks, ensuring everyone understands their responsibilities and is held accountable for their contributions.

Basic Qualifications:

Applicants should have relevant tertiary qualifications (Information Systems / IT / Business Analyst / Engineering / similar) in addition to:

• 5+ years of experience in Support Engineering, Incident Commander, Customer Escalations, Technical Communications, or in a Technical Operations/Support role

• Demonstrable experience as an incident commander and incident management.

• Industry practices related to Service Management and Lifecycle; ITIL/IT Service Management methodology.

• Established history of optimally leading issues through resolution and priority management at both the service owners and executive levels.

Other Qualifications:

• 3-5 years of direct experience leading high-priority incidents in a fast-paced environment.

• Ability to review complex technical details regarding ongoing issues/events and convey the key. details to senior partners, including recommendations, to facilitate real-time decision making.

• Familiarity with Cloud services with a focus on high availability and fault tolerant design a plus

• Knowledge of ITIL/Lean Processes.

• Excellent technical writing and communication.

Our Approach to Flexible Work
 

With Flex Work, we’re combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter.

Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!