Staff Critical Incident Manager, Google Cloud

Job Description

Role Overview:You will be part of the Google Cloud Platform team, aiding customers in leveraging cloud technology for their businesses. Your role involves leading incident response efforts, managing escalations, facilitating post-incident reviews, and implementing improvement initiatives to enhance incident management processes.Key Responsibilities:- Lead incident response efforts in a 24/7 on-call environment, ensuring transparent communications with partner teams and customers.- Contribute to process improvements and automation, including leveraging Artificial Intelligence (AI) for optimizing incident management workflows.- Facilitate post-incident reviews to gather insights and recommend enhancements to incident response strategies.- Manage escalations from executives and key customers, driving cross-functional collaboration for resolutions.- Lead projects to address operational ambiguities, delivering outcomes for customers and Google.Qualifications Required:- Bachelors degree in Computer Science, Engineering, or a related technical field, or equivalent experience.- 10 years of experience in technical roles like Site Reliability Engineering, Technical Solutions Engineering, or Software Engineering.- 10 years of experience in managing incidents in cloud environments, specifically Google Cloud.- Familiarity with incident command systems for managing events across multiple teams and locations.- Certifications in Lean Six Sigma, ITIL 4, and project management are preferred.- Experience in managing operations in a cloud environment using tools like Salesforce, ServiceNow, and Google Workspace.- Experience in leading change and implementing improvement initiatives focused on enhancing incident management processes.- Proficiency in agile methodologies and ability to manage teams in a support environment. Role Overview:You will be part of the Google Cloud Platform team, aiding customers in leveraging cloud technology for their businesses. Your role involves leading incident response efforts, managing escalations, facilitating post-incident reviews, and implementing improvement initiatives to enhance incident management processes.Key Responsibilities:- Lead incident response efforts in a 24/7 on-call environment, ensuring transparent communications with partner teams and customers.- Contribute to process improvements and automation, including leveraging Artificial Intelligence (AI) for optimizing incident management workflows.- Facilitate post-incident reviews to gather insights and recommend enhancements to incident response strategies.- Manage escalations from executives and key customers, driving cross-functional collaboration for resolutions.- Lead projects to address operational ambiguities, delivering outcomes for customers and Google.Qualifications Required:- Bachelors degree in Computer Science, Engineering, or a related technical field, or equivalent experience.- 10 years of experience in technical roles like Site Reliability Engineering, Technical Solutions Engineering, or Software Engineering.- 10 years of experience in managing incidents in cloud environments, specifically Google Cloud.- Familiarity with incident command systems for managing events across multiple teams and locations.- Certifications in Lean Six Sigma, ITIL 4, and project management are preferred.- Experience in managing operations in a cloud environment using tools like Salesforce, ServiceNow, and Google Workspace.- Experience in leading change and implementing improvement initiatives focused on enhancing incident management processes.- Proficiency in agile methodologies and ability to manage teams in a support environment.

Keyskills :
Software EngineeringProfessional ServicesIncident ManagementLean Six SigmaITILProject ManagementOperations ManagementSalesforceServiceNowCrisis ManagementChange ManagementAgile MethodologiesTeam ManagementAutomationArtificial Intelligence