Incident Command and Observability Lead

Your work days are brighter here. We’re 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, we’re shaping the future of work so teams can reach their potential and focus on what matters most. The minute you join, you’ll 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. We’re 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 you're building smarter solutions, supporting customers, or creating a space where everyone belongs, you’ll do meaningful work with Workmates who’ve got your back. In return, we’ll 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, you’ve found a match in Workday, and we hope to be a match for you too. About the Team At Workday, the IT Service Management and Operations team drives organizational success by building, maintaining, and scaling critical capabilities that empower all IT and business teams to deliver outstanding services to our customers. We design, deploy, and optimize self-service solutions and automation to drive excellent user experience and maximize business value.You will be joining a highly skilled and innovative team that is striving to improve efficiency by streamlining processes and developing more intuitive and scalable solutions. Our team cultivates relationships with built on collaboration and trust to support a rapidly growing business. We strive to improve efficiency and operational effectiveness through technology, innovation and inspiration. About the Role As the Incident Command & Observability Lead, you will drive technical stability and system reliability across enterprise environments. In this role, you will lead the end-to-end response to high-severity incidents, orchestrating cross-functional engineering teams to rapidly restore service. Leveraging deep expertise in observability platforms, you will architect, maintain, and optimize our observability ecosystem—automating monitoring frameworks and alerting mechanisms to maintain high operational performance, transparency, and fault tolerance. Key Responsibilities: Major Incident Command: Lead high-severity incident response calls, coordinate cross-functional resolution teams, and rapidly restore critical services during outages. Observability-as-Code & Automation: Manage and optimize enterprise monitoring platforms and automate repetitive tasks. AIOps & Proactive Insights: Integrate machine learning and AIOps to automate event correlation, predict system anomalies, reduce noise. Develop Dashboards & Alerts: Create and refine insightful dashboards and actionable alerting policies to provide real-time visibility into infrastructure and application health. Proactive Problem Resolution: Leverage telemetry data to detect and remediate performance degradations before end-users are impacted. Promote Best Practices: Act as a subject matter expert on observability, guiding teams on best practices for logging, metrics, and tracing to improve system reliability and reduce mean time to resolution (MTTR). About You Basic Qualifications: 7+ years of hands-on experience with modern observability platforms such as New Relic, Logic Monitor, ThousandEye including deep knowledge of Dashboards, NRQL, APM 5+ years of experience in Major Incident Commander or SRE role in a complex enterprise environment. Proven experience driving observability automation and alert optimization Other Qualifications: Deep understanding of Event Orchestration and AIOps Solid understanding of enterprise IT environments (infrastructure, cloud, applications). Proven ability to lead P1/P2 incidents end-to-end with confidence and structure. Strong practical understanding of ITSM (Incident, Problem, Change Management) and solid knowledge of ITIL frameworks. Experience using Service Management tools such as ServiceNow and PagerDuty to coordinate MI response. Demonstrated ability to act decisively and effectively communicate under pressure. Strong sense of ownership and leadership in an evolving situation. Hands-on, accountable, and learning-oriented mindset. Strong facilitation, problem-solving, and stakeholder management skills. 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 you'll 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. Workday is committed to providing reasonable accommodations for qualified individuals during our application process, in order to perform one or more essential functions of their job, as well as regarding the use of AI tools for employment decision-making to any degree. Please see below for more details including how to request an accommodation as a qualified veteran, due to a disability or for religious reasons, or as otherwise provided under applicable law. Workday prohibits taking adverse action against any candidate or employee for reporting a possible violation of this policy, requesting one or more work accommodations, exercising a privacy right, or cooperating in an investigation in accordance with applicable law. Any employee who retaliates against a candidate or employee for doing so may be subject to disciplinary action, up to and including termination of employment, to the fullest extent allowable under applicable law. If you require a reasonable accommodation, you may email accommodations@workday.com , as far in advance as possible. Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process! At Workday, we value our candidates’ privacy and data security. 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