Staff Critical Incident Manager, Google Cloud

3 weeks ago

Pune, Maharashtra, India Google Inc Full time
Job Description

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 (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

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.

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 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 impact outcomes for both customers and Google.

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