Staff Critical Incident Manager, Google Cloud

Minimum qualifications:

• Bachelor's degree in Computer Science, a related technical field, or equivalent practical experience.
• 10 years of experience in managing Critical incidents.
• 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:

• Certification in ITIL v4 or Project Management.
• Experience in supporting and managing technical environments, within a multi-tenant cloud environment.
• Experience with industry tools such as Google Workspace, etc.
• Experience in leadership roles in Engineering, Operations, or Executive Support.
• Understanding of the urgency of customer impact, with the ability to influence momentum of incident response across multiple teams.
• Ability to grow in a fluid environment through prioritization and time management.

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.

The Staff Critical Incident Manager is a key driver in managing customer impacting incidents and executive level customer escalations. Your responsibilities include collaborating and partnering with the entire Google Cloud organization to drive resolution. You will partner and collaborate with Infrastructure, Engineering, Site Reliability Engineer, Technical Support, Product Owners, Customer Success and Sales Leadership to ensure delivery of a unified support experience for customers. You will ensure transparent communication that drives very high levels of internal/external customer satisfaction.

• Lead incident response efforts in a fluid, 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 resolutions.
• Act as an Incident Response thought leader, contributing to process improvements and implementing 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 outcomes for both customers and Google.