Job
Description
Your work days are brighter here. At Workday, we value our candidates privacy and data security. Workday will never ask candidates to apply to jobs through websites that are not Workday Careers. Please be aware of sites that may ask for you to input your data in connection with a job posting that appears to be from Workday but is not. In addition, Workday will never ask candidates to pay a recruiting fee, or pay for consulting or coaching services, in order to apply for a job at Workday. About the Team The Incident Management and Service Engineering team (IMSE) within Workdays 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 IMSE 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 Presenting 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: 7+ 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: 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 youll 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!
