EPI Manager, Global Support - Eastern Time Zone, Virtual, United States

* Candidates for this role must reside in the Eastern time zone. 

About Us

WorkForce Software is the first global provider of workforce management solutions with integrated employee experience capabilities. The company’s WorkForce Suite adapts to each organization’s needs—no matter how unique their pay rules, labor regulations, and schedules—while delivering a breakthrough employee experience at the time and place work happens. Enterprise-grade and future-ready, WorkForce Software is helping some of the world’s most innovative organizations optimize their workforce, protect against compliance risks, and increase employee engagement to unlock new potential for resiliency and optimal performance. Whether your employees are deskless or office workers, unionized, full-time, part-time, or seasonal, WorkForce Software makes managing your global workforce easy, less costly, and more rewarding for everyone.

Over one thousand organizations with more than 4 million users in over 80 countries rely on WorkForce Software solutions to streamline compliance, reduce labor costs, provide more intuitive tools to their employees, and achieve strategic HR on a global basis.

The Escalation, Problem & Incident Manager is a customer-focused role responsible for world-class escalation, problem & incident management process. The EPI Manager will oversee the resolution and restoring major incidents, completing root cause analysis, analyzing trends, and ensuring appropriate communication at both a technical and executive level.  Ultimately, an outstanding EPI Manager should excel at multitasking and remain judicious during major incidents.

Responsibilities

• Serves as the primary point of contact for global teams on complex or escalated problems or issues.
• Overseeing the incident management process and team members involved in resolving the incident.
• Lead incident response and minimize service downtime
• Drive improvements to incident and operational playbooks
• Record, interpret, and summarize incident data to draw incident insights and trends
• Lead discussions with service owners to seek ways to reduce incident impact duration
• Facilitate incident review meetings and ensure accurate documentation of the incident.
• Write executive summary of the incidents for leadership reporting up to COO level.
• Responding to a reported service incident, identifying the cause, and initiating the incident management process.
• Prioritizing incidents according to their urgency and influence on the business or impact to the customer.
• Adjusting the incident management process as required to ensure its effectiveness.
• Communicating with upper management if major issues are found within the customers environment.
• Facilitates communication and escalation across departments and possibly the entire organization driving incidents to complete resolution
• Ensures appropriate leadership communication during critical issues.
• Document incidents so that root cause analysis and impact analysis can be more easily performed following resolution.
• Track and analyze trends of escalated issues highlighting and accounting for areas of risk.
• Provide an overview as needed to customers as the incidents are on-going
• Tracks post-incident RCA progress and ensuring that RCA delivery SLA’s are met
• Track action item delivery by global engineering teams to ensure they are completed in agreed upon timeframes.
• Run post incident Problem Management processes through to closure ensuring no repetition of impact

Requirements

• 3 years of experience in a 24x7 high availability environment managing major incidents including infrastructure and applications.
• Experience in handling an incident response or crisis management role
• Excellent listening, verbal, and written communication skills
• Attention to detail and a commitment to delivering high-quality results
• Strong analytical and problem-solving skills
• Proven track record at performing well in a fast-paced dynamic environment by working with tight deadlines and changing priorities; is flexible and resilient
• Proven ability to identify resource needs and escalate functional, quality, and timeline issues appropriately.
• Familiarity with incident management and change management processes.
• ITILv4 Certification & experience working in a SaaS environment
• Capable of studying data and trends to identify opportunities for growth and scalability
• Experience with business applications and Microsoft Office Suite. 
• Background in HR, Payroll, or Time & Attendance preferred 

Desired Skills

• Experience using Salesforce, Jira, Slack
• Experience in Incident Communications or Executive Communications is a plus
• Self-starter with an outstanding ability to problem-solve, influence others, and manage relationships

Travel

• 0-10%

Education

• Bachelor’s degree or equivalent experience

Why You Should Join the WorkForce Team?

• Unlimited PTO
• Flexible Hours / Work from Home Policy
• 401k with Company Match
• Performance Bonus
• Career Development and Training – Be the CEO of your career!
  • Company paid LinkedIn Learning subscription.
• Diversity, Equity, and Inclusion Initiatives including committees such as:
  • Women for Inclusion
  • Age: Unity Beyond Years
  • Racial Equality/Discrimination
  • Mental and Physical Ability
  • WorkForce Pride Network
  • Global Perspectives
  • Band of Veterans
• Health and Wellness / Gym Reimbursement
• Full Comprehensive Health Benefit Package
• Parental Leave
• Community Outreach Programs and Charitable Support

This job description is not intended to be all inclusive, and employee will perform other reasonably related business duties as assigned by the immediate supervisor and other management as required.

To maintain our goal of remaining a diverse and inclusive company, WorkForce Software advocates for and promotes a diverse, equitable, safe, and professional workplace where all people feel welcomed and empowered. We are committed to creating an environment that supports and celebrates the full range of our individual and collective differences, so that everyone can do their best and most innovative work, on the job and in our communities.

WorkForce Software is committed to the full inclusion of all qualified individuals. As part of this commitment, WorkForce Software will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact our Talent Acquisition Department at careers@workforcesoftware.com, 1-833-987-3831.

WorkForce Software is an Equal Opportunity Employer.