Incident Manager

As an Incident Manager, you will coordinate the response to major incidents affecting Workday customers. You'll bring together the right engineering, support, and business teams, establish clear priorities, and guide the response toward safe, timely service restoration. Working within a global team that operates around the clock, you'll gain broad exposure to Workday's services and architecture, including on-premise and cloud-based environments. Your impact will extend beyond recovery: you'll help turn incident findings into practical changes that improve detection, simplify response, and reduce recurrence.

Responsibilities

Lead major incident response, coordinating responders, clarifying responsibilities, managing escalations, and keeping customer recovery at the center of decisions; Provide timely, concise updates to Support teams, engineering partners, and senior leadership, clearly communicating customer impact, recovery progress, risks, and uncertainty; Partner with service teams to identify detection gaps and improve actionable alerts, health checks, and other signals; Improve response readiness through clearer runbooks, service context, change visibility, and initial mitigation steps; Facilitate blameless root cause analysis and post-incident reviews, helping teams define corrective actions, establish ownership, and follow through; Analyze incident trends, mean time to detect (MTTD), and mean time to resolve (MTTR), and use findings to recommend and measure improvements; Simplify incident workflows and identify opportunities to automate communications, reporting, and repetitive tasks; Share lessons across teams and build partnerships that make resilience part of everyday service ownership

Requirements

5+ years of related experience in incident management, customer escalations, technical operations, or technical support; Experience leading major production incidents as an incident commander, coordinating technical teams and managing escalations through service restoration; Experience applying IT service management practices, such as ITIL, to incident response and problem management; Major incident management and incident command; Technical analysis and troubleshooting; Stakeholder and crisis communication; Cross-functional collaboration and influence; Problem management and systemic prevention; Data-driven continuous improvement

Benefits

The trust to take risks; The tools to grow; The skills to develop; The support of a company invested in you for the long haul