Staff Cloud Incident Response Manager
4 tygodni temu
About Project: As a Staff Critical Incident Manager at Google, you will oversee the execution of critical incident response operations. Your key responsibilities will include managing customer-impacting incidents, executive-level customer escalations, and collaborating with the Google Cloud organization to drive resolution. You will also partner with Infrastructure, Engineering, Technical Support, Product Owners, Customer Success, and Business Leadership to ensure a seamless customer experience.
We are looking for an experienced professional with a strong background in critical incident response and cloud infrastructure. Your extensive knowledge of IT technical implementations, transformation programs, and incident management workflows will be valuable assets in this role. As a Staff Critical Incident Manager, you will be responsible for leading incident response efforts in a fast-paced, 24/7 on-call environment, ensuring clear and transparent communication with internal teams and customers. You will also coordinate and manage escalations from executives or key customers, driving cross-functional collaboration to deliver fast and effective resolutions. Additionally, you will act as an Incident Response thought contributor to process improvements and implement automation for continuous optimization of incident management workflows. You will facilitate post-incident reviews, using insights to recommend enhancements to incident response strategies and ensure alignment across all teams. Finally, you will lead complex projects to address ambiguity in operations, overcoming obstacles to deliver high-impact outcomes for both customers and Google.
Responsibilities
- Lead incident response efforts in a fast-paced, 24/7 on-call environment, ensuring clear and transparent communications with internal teams and customers.
- Coordinate and manage escalations from executives or key customers, driving cross-functional collaboration to deliver fast and effective resolutions.
- Act as an Incident Response thought contributor to process improvements and implement automation for continuous optimization of incident management workflows.
- Facilitate post-incident reviews, using insights to recommend enhancements to incident response strategies and ensure alignment across all teams.
- Lead complex projects to address ambiguity in operations, overcoming obstacles to deliver high-impact outcomes for both customers and Google.
Requirements
- Bachelor's degree in Computer Science, Engineering, or a related technical discipline, or equivalent practical experience.
- 10 years of experience in customer-facing roles, including interfacing with executive stakeholders and managing and delivering IT technical implementations, transformation programs, or other initiatives.
- 6 years of experience in critical incident response and cloud infrastructure or technical support.
- 3 years of experience in providing technical or infrastructure support.
- Experience in an operational and leadership role in a cloud services delivery environment.
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