Critical Incident Manager| Google Cloud

Full Job Description
Minimum qualifications:
Bachelor's degree in Computer Science, related technical field, or equivalent practical experience.
4 years of experience in managing critical incidents.
Experience in providing technical or infrastructure support.
Ability to work non-standard hours and work rotations/shifts.

Preferred qualifications:
Certification in project management and any cloud certification (GCP).
Experience in industry common tools such as SalesForce, ServiceNow, Google Workspace, etc.
Experience in supporting and managing technical environments, within a multi-tenant cloud environment.
Experience in a cloud service delivery environment.
Ability to influence momentum of incident response across multiple teams.
Excellent written/verbal communication skills.
About the job
The Google Cloud Platform team helps customers transform and build what's next for their business — all with technology built in the cloud. Our products are engineered for security, reliability and scalability, running the full stack from infrastructure to applications to devices and hardware. Our teams are dedicated to helping our customers — developers, small and large businesses, educational institutions and government agencies — see the benefits of our technology come to life. As part of an entrepreneurial team in this rapidly growing business, you will play a key role in understanding the needs of our customers and help shape the future of businesses of all sizes use technology to connect with customers, employees and partners.

In this role, you will manage customer impacting incidents and executive level customer escalations. You will be responsible for collaborating and partnering with Google Cloud organization to drive resolution. You'll partner and collaborate with Infrastructure, Engineering, Site Reliability Engineering, Technical Support, Product Owners, Customer Success, and Sales Leadership to ensure delivery of a unified support experience for customers.


Google Cloud provides organizations with leading infrastructure, platform capabilities and industry solutions. We deliver enterprise-grade cloud solutions that leverage Google’s cutting-edge technology to help companies operate more efficiently and adapt to changing needs, giving customers a foundation for the future. Customers in more than 150 countries turn to Google Cloud as their trusted partner to solve their most critical business problems.

Responsibilities
Coordinate Incident Response across multiple functions for complex cloud service outages, and contribute to the continuous evolution of Google Cloud Incident Management processes and procedures.
Manage customer and internal stakeholder communications for issues via multiple communication channels ensuring updates are timely, accurate, and actionable.
Address incoming critical escalations from executives and/or key customers, and coordinate response, often across multiple teams, in order to facilitate effective resolution.
Lead 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.
Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, ****** orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.