Google – Staff Critical Incident Manager, Google Cloud

Job Description

Minimum qualifications:
Bachelor’s degree in Computer Science, a related technical field, or equivalent practical experience.
6 years of experience in managing critical incidents.
3 years of experience in providing technical or infrastructure support.
Experience in an operational and leadership role in a cloud services delivery environment.

Preferred qualifications:
Certification in ITIL v4 or Project Management.
Experience in supporting and managing technical environments within a multi-tenant cloud environment.
Experience with industry tools (e.g., SalesForce, Google Workspace).
Knowledge of leadership in engineering, operations, or executive support roles.
Ability to influence momentum of incident response across multiple teams.
Ability to work in a changing environment with prioritization and time management.
About the job

As a Staff Critical Incident Manager, you will execute existing, critical incident response operations. You will manage customer impacting incidents and executive level customer escalations. You will also collaborate and partner with the entire Google Cloud organization to drive resolution. You will partner and collaborate with Infrastructure, Engineering, Technical Support, Product Owners, Customer Success and Business Leadership to ensure delivery of a support experience for customers. You will ensure transparent communication that drives internal/external customer satisfaction.
Google Cloud accelerates organizations’ ability to digitally transform their business with the best infrastructure, platform, industry solutions and expertise. We deliver enterprise-grade solutions that leverage Google’s cutting-edge technology – all on the cleanest cloud in the industry. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.

Responsibilities
Manage customer and internal stakeholder communications for an incident via multiple communication channels.
Address incoming critical escalations from executives and/or key customers, coordinate response in order to facilitate resolution of customer situations.
Contribute to cross-functional post-incident process reviews to ensure continuous improvement of operations and execution­, enabling the delivery of post incident reports to customers and stakeholders.
Improve operational workflows through process enhancements, automation, and review and improvement of systems and incident management tools.
Initiate and drive projects to solve complex problems. Anticipate and overcome potential obstacles to ensure project results.