Staff Critical Incident Manager, Google Cloud

Minimum qualifications:

• Bachelor’s degree in Computer Science, Engineering, or a related technical field, or equivalent experience.
• 10 years of experience in a technical role such as Site Reliability Engineering, Technical Solutions Engineering, or Software Engineering, Customer Engineering or professional services.
• 10 years of experience in managing incidents in cloud environments (e.g., Google Cloud).
• Experience with the structure and procedures of incident command systems for managing events across multiple teams and locations.

Preferred qualifications:

• Certifications in Lean Six Sigma, Information Technology Infrastructure Library (ITIL) 4 and project management.
• Experience with managing operations in a cloud environment, with common industry tools like Salesforce, ServiceNow, and Google Workspace.
• Experience in managing crises or incidents in global enterprises.
• Experience in leading change and implementing improvement initiatives with a focus on enhancing incident management processes and tools.
• Experience with agile methodologies.
• Ability to manage teams in a support environment.

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 developed 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 lead single customer to cloud outages, manage key escalations for executives or key customers, facilitate private and public post incident reviews, and use thought leadership to lead projects across Google Cloud and Workspace. You will leverage this experience to guide support and engineering teams, navigate incidents, and reduce further outrages through problem management and problem solving. You will act as a customer advocate within Google.

Google Cloud accelerates every organization’s ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google’s cutting-edge technology, and tools that help developers build more sustainably. 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.

• Lead incident response efforts in a fluid, 24/7 on-call environment, ensure clear and transparent communications with partner teams and customers.
• Act as an incident response thought leader by contributing to process improvements and implementing automation, including the use of Artificial Intelligence (AI), to optimize incident management workflows, reduce delays, and increase productivity.
• Facilitate post-incident reviews to gather insights and recommend enhancements to incident response strategies, ensure alignment across all teams for improvement.
• Coordinate and manage escalations from executives and key customers, drive cross-functional collaboration to deliver resolutions.
• Lead projects to address ambiguity in operations, overcoming obstacles to deliver outcomes for customers and Google.