Workday · 1 day ago
Incident Manager
Atlanta, GA
Full-time
Hybrid
Mid, Senior Level
$95K/yr - $143K/yr
5+ years expWorkday is a Fortune 500 company and a leading AI platform for managing people, money, and agents. The Incident Manager will lead critical incidents impacting customers, ensuring effective communication and resolution while collaborating with internal teams to enhance the overall customer experience.
Artificial Intelligence (AI)Cloud ComputingEnterprise SoftwareHuman ResourcesSaaSSoftware
Responsibilities
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
Qualification
Required
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
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
Preferred
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
Benefits
Workday Bonus Plan
Annual refresh stock grants
Company
Workday
Workday provides SaaS-based enterprise solutions for a company's human resources and financial management activities.
10001+ employees
H1B Sponsorship
Workday has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (331)
2024 (388)
2023 (262)
2022 (503)
2021 (290)
2020 (229)
Funding
Current Stage
Public CompanyTotal Funding
$2.23BKey Investors
Elliott Management Corp.New Enterprise AssociatesGreylock
2025-09-16Post Ipo Equity· $2B
2012-10-12IPO
2011-10-24Series F· $85M
Leadership Team
Aneel Bhusri
CEO and Co-Founder
Peter Bailis
Chief Technology Officer
Recent News
EIN Presswire
2026-01-07
Company data provided by crunchbase