About the job

At Google Cloud Support our Incident and Escalation Management team is dedicated to keeping customers informed and supported during critical incidents and escalations. We are focused on the customer experience, constantly seeking to improve our processes and value for our customers. To provide the best possible support, we collaborate closely with cross-functional teams within Google, including Professional Services, Engineering, Public Relations, Social Care, and Legal. This teamwork ensures timely resolution of issues and consistent communication with our valued customers.

In this role, you will manage customer impacting incidents and executive-level customer escalations. You will oversee, manage, and develop a high-performing team of Incident and Escalation Managers in the EMEA region. You will collaborate and partner with the entire Google Cloud organization to drive resolution of critical customer situations. You will work closely with Engineering, Site Reliability Engineering (SRE), Technical Support, Product Owners, Communications Managers, Customer Success and Sales Leadership to ensure delivery of a unified support experience for customers.

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, coach, and mentor a team of experienced Incident and Escalation Managers, through frequent EMEA and Global team communications, expectation setting, performance management, and creating a positive environment.
• Be the primary point of contact for key stakeholders within the EMEA region, build relationships and maintain regular communication.
• Oversee the team’s management of customer and internal stakeholder communications for an incident via multiple communication channels in a 24/7, on-call environment using standard Google incident management processes ensuring updates are timely, accurate and actionable. 
• Improve operational workflows through team project delivery, process enhancements, automation, and continuous review and improvement of systems and tools.
• Address incoming critical escalations from executives or key customers, and coordinate response, often across multiple teams, in order to facilitate swift and effective resolution of customer situations.

Minimum qualifications:

• Bachelor's degree in Computer Science, a related technical field, or equivalent practical experience.
• Candidates will typically have 7 years of experience in people management, leading and developing a team that delivers customer support.
• Candidates will typically have 7 years of experience in technical support.
• Experience collaborating with technical teams such as Engineering, Site Reliability, Support, Product Management, Customer Success, and Sales Leadership.
• Experience with structured incident management methodologies, processes, and best practices within a technology environment.

Preferred qualifications:

• Certification in project management.
• Experience in working with industry common tools such as Salesforce, ServiceNow, Google Workspace, etc.
• Experience in supporting and managing technical environments, within a multi-tenant cloud environment.
• Ability to influence momentum of incident response across multiple teams.

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)