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Staff Critical Incident Manager, Google Cloud

Masovian Voivodeship, Poland (On-site)

Staff Critical Incident Manager, Google Cloud

2 Months ago • 10 Years + • Operations • Undisclosed

About the job

4 skills required for this role

Add these skills to join the top 1% applicants for this job

incident-response

salesforce

cross-functional-collaboration

cross-functional

Job Description

As a Staff Critical Incident Manager, you will be responsible for managing and resolving critical incidents impacting Google Cloud customers. This role requires a strong understanding of cloud infrastructure and incident response processes. You will lead incident response efforts, manage customer escalations, and collaborate with various teams to ensure timely and effective resolutions. You will also contribute to process improvements and implement automation to enhance incident management workflows. This is a fast-paced, 24/7 on-call position that requires strong communication, problem-solving, and leadership skills.

Must have:

Bachelor's degree in Computer Science, Engineering, or related field
10 years of experience in customer-facing roles
6 years of experience in critical incident response and cloud infrastructure
3 years of experience in providing technical or infrastructure support
Experience in an operational and leadership role in a cloud services delivery environment

Good to have:

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
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

Minimum qualifications:

Bachelor's degree in Computer Science, Engineering, 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.

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.
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

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.

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About The Company

Google

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A problem isn't truly solved until it's solved for all. Googlers build products that help create opportunities for everyone, whether down the street or across the globe. Bring your insight, imagination and a healthy disregard for the impossible. Bring everything that makes you unique. Together, we can build for everyone.