Cloud Incident Response Manager

3 tygodni temu


Warszawa, Mazovia, Polska Google Pełny etat
About the Role

As a Staff Critical Incident Manager at Google Cloud, you will oversee and manage customer-impacting incidents and executive-level customer escalations. Your role will involve partnering with various teams to drive resolution and ensure a seamless support experience for customers.

Google Cloud accelerates business transformation through innovative infrastructure, platforms, and industry solutions. We deliver enterprise-grade solutions leveraging Google's cutting-edge technology to empower growth and solve critical business problems.

Responsibilities:
  • Lead incident response efforts in a fast-paced environment, ensuring clear and transparent communication with internal teams and customers.
  • Manage escalations from executives or key customers, driving cross-functional collaboration to deliver fast and effective resolutions.
  • Contribute to process improvements and implement automation for continuous optimization of incident management workflows.
  • Facilitate post-incident reviews to recommend enhancements to incident response strategies and ensure alignment across all teams.
  • Lead complex projects to address operational ambiguity, overcoming obstacles to deliver high-impact outcomes for 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 IT technical implementations.
  • 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.
Preferred Qualifications:
  • Certifications such as ITIL v4 or Project Management and Lean Six Sigma.
  • Experience in supporting and managing technical environments within a multi-tenant cloud environment.
  • Knowledge of leadership in engineering, operations, or executive support roles.
  • Ability to influence incident response momentum across multiple teams.
  • Ability to work in a changing environment with prioritization and time management.

We offer a comprehensive benefits package, including health and wellbeing, financial wellbeing, flexibility and time off, family support and care, community and personal development, and Googley extras.



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