Staff Critical Incident Manager, Google Cloud

About the job

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 contributor to process improvements and implement 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 high-impact outcomes for both customers and Google.

Minimum qualifications:

• Bachelor's degree in Computer Science, Engineering, a related technical discipline, or equivalent practical experience.
• 10 years of experience in customer-facing roles, including interfacing with executive stakeholders and managing and delivering IT technical implementations, transformation programs, or other initiatives.
• 6 years of experience in critical incident response and cloud infrastructure or technical support.
• 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:

• Certifications such as ITIL v4 or Project Management and Lean Six Sigma.
• 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.

Benefits: 

• Health and Wellbeing (Medical, dental, and vision insurance for employees and dependents)
• Financial wellbeing (Competitive compensation, regular bonus and equity refresh opportunities)
• Flexibility and time off (Paid time off, including vacation, bereavement, jury duty, sick leave, parental leave, disability, and holidays)
• Family support and care (Fertility and growing family support, parental leave and baby bonding leave)
• Community and personal development (Educational reimbursement)
• Googley extras (Inspiring spaces to work, recharge, and collaborate with fellow Googlers)