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Major Incident Manager - job post

3.8 out of 5
Porto Alegre, RSHome Office
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ADP is hiring a Senior Major Incident Manager

Well, this may be the role for you. Ready to make your mark?

Be a part of a team that keeps the tree healthy and solid against the hazards of the modern world. In this role, you will actively manage the restoration of service for ADP's cloud-based payroll, tax, HR, and benefits solutions to help our customers save time, stay compliant, and control costs.

No two days, or for that matter, no two incidents are the same. You will work alongside a team of passionate, creative incident managers whose primary goal is the timely restoration of services, alleviating any downstream impacts to ADP associates and clients who employ one to millions of employees.

To thrive in this incident management career, you'll use your expertise guiding troubleshooting efforts with a laser focus on restoring services while clearly communicating across a broad audience of technologists and business clients with varying degrees of technical aptitude.

Hybrid work model, office located in Porto Alegre/RS.


Here's what you can expect on a typical day in the life of a Major Incident Manager at ADP.

  • This opportunity is not for team leadership, but to work on activities such as restoring normal service operation, minimizing the impact on business operations, and maintaining quality.
  • Fluent English e communication skills: The incident manager should be able to organize and participate in frequent calls.
  • Daily Reviews. You'll start each day reviewing open incident calls and their current service status. After that, it will be standard practice for you to step in and relieve a note-taker or an incident commander on an active call.
  • Variety of work. There is no typical day. You could be working on an active incident or focusing on an open process improvement project. But when incidents arise, if you are next in the rotation, you may need to switch gears quickly and pick up the call to restore service for ADP associates or external clients.
  • When not restoring service, you will hone your skills on reducing the time it takes to restore services. You enjoy sharpening your skills, expanding your knowledge of our current monitoring tools, reviewing past incidents to identify improvements, and sharing those with the appropriate teams.
  • You'll always be presented with new products and have to utilize a "figure it out" mentality. When faced with challenges, we'll rely on you to look for a solution.
  • Review and maintain the incident and crisis management processes, escalation paths, and communication plans.
  • You ask probing questions and can make executive-level decisions to restore services. You have an upbeat, persistent communication style that allows you to flex between technical and non-technical audiences when presenting your ideas during conversations and in presentations.
  • Drive continuous improvement of the incident management process by analyzing incident data, identifying patterns, and suggesting enhancements.

Grace Under Pressure: You thrive in a fast-moving, agile environment where your ambitious spirit motivates you to surpass your goals. You manage your time well and can multi-task with the best of them.

A college degree is great but not required. What's more important is having the skills and experience to do the job.


  • Team collaboration. Courage comes from how associates are willing to have difficult conversations, speak up, be an owner, and challenge one another's ideas to find the best solution.
  • Deliver at epic scale. We deliver real user outcomes using strong judgment and good instincts. We're obsessed with the art of achieving simplicity with a focus on client happiness and productivity.
  • Be surrounded by curious learners. We align ourselves with other smart people in an environment where we grow and elevate one another to the next level. We encourage our associates to listen, stay agile, and learn from mistakes.
  • Act like an owner & doer. Mission-driven and committed to navigating change, you will be encouraged to take on any challenge and solve complex problems. No tasks are beneath or too great for us. We are hands-on and willing to master our craft.
  • Give back to others. Always do the right thing for our clients and our community and humbly give back to the community where we live and work. Support our associates in times of need through ADP's Philanthropic Foundation.
  • Join a company committed to equality and equity. Our goal is to impact lasting change through our actions.

Like what you see? Apply now!

  • O modelo de trabalho adotado pela ADP é office based/presencial, com a possibilidade de trabalho em home-office por até duas vezes na semana.

"Considerando que as atividades desempenhadas pelos ocupantes deste cargo envolvem acesso a informações altamente confidenciais e sensíveis de clientes da ADP e de seus respectivos empregados, a ADP reserva-se o direito de conduzir checagem de histórico, de tempos em tempos, conforme autoriza o Incidente de Recurso de Revista Repetitivo nº 01 do Tribunal Superior do Trabalho, mediante consentimento do candidato/trabalhador"

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.

Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click to learn more about ADP’s culture and our full set of values.

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