Incident Manager

Your work days are brighter here.

Were obsessed with making hard work pay off for our people our customers and the world around us. As a Fortune 500 company and a leading AI platform for managing people money and agents were shaping the future of work so teams can reach their potential and focus on what matters most. The minute you join youll feel it. Not just in the products we build but in how we show up for each other. Our culture is rooted in integrity empathy and shared enthusiasm. Were in this together tackling big challenges with bold ideas and genuine care. We look for curious minds and courageous collaborators who bring sun-drenched optimism and drive. Whether youre building smarter solutions supporting customers or creating a space where everyone belongs youll do meaningful work with Workmates whove got your return well give you the trust to take risks the tools to grow the skills to develop and the support of a company invested in you for the long haul. So if you want to inspire a brighter work day for everyone including yourself youve found a match in Workday and we hope to be a match for you too.

About the Team

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 Workdays 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 E2Ms 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.

This role will support one or more direct or indirect contracts with the U.S. Federal Government which due to federal government security requirements mandates that all Workday personnel working on the contracts be United States citizens (naturalized or native).

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

• 3 years experience as an incident commander and incident management.

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

Preferred Qualifications:

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

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

• 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.

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Workday Pay Transparency Statement

The annualized base salary ranges for the primary location and any additional locations are listed below. Workday pay ranges vary based on work location. As a part of the total compensation package this role may be eligible for the Workday Bonus Plan or a role-specific commission/bonus as well as annual refresh stock grants. Recruiters can share more detail during the hiring process. Each candidates compensation offer will be based on multiple factors including but not limited to geography experience skills job duties and business need among other things. For more information regarding Workdays comprehensive benefits please click here.

Our Approach to Flexible Work

With Flex Work were 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.

Pursuant to applicable Fair Chance law Workday will consider for employment qualified applicants with arrest and conviction records.

Workday is an Equal Opportunity Employer including individuals with disabilities and protected veterans.

At Workday we are committed to providing an accessible and inclusive hiring experience where all candidates can fully demonstrate their skills. If you require assistance or an accommodation at any point please email .

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