Critical Incident Manager, Cloud
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Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 10 years of experience in a technical support environment and collaborate with teams across various functions, such as Engineering, Site Reliability Engineer, Support, Product Management, Customer Success, and Sales Leadership.
- 5 years of experience in program or project management.
- 5 years of experience managing cross-functional or cross-team projects.
- Experience with structured incident management methodologies, processes within a technology environment.
- Ability to work non-standard, on-call rotation work hours, including weekends.
Preferred qualifications:
- Certification in program management.
- Experience in stakeholder management.
- Experience in supporting and managing technical environments, within a multi-tenant cloud environment.
- Ability to identify, collect, and analyze relevant data to help drive informed decisions.
About the job
A problem isn’t truly solved until it’s solved for all. That’s why Googlers build products that help create opportunities for everyone, whether down the street or across the globe. As a Program Manager at Google, you’ll lead complex, multi-disciplinary projects from start to finish — working with stakeholders to plan requirements, manage project schedules, identify risks, and communicate clearly with cross-functional partners across the company. Your projects will often span offices, time zones, and hemispheres. It's your job to coordinate the players and keep them up to date on progress and deadlines.
Our goal is to build a Google that looks like the world around us — and we want Googlers to stay and grow when they join us. As part of our efforts to build a Google for everyone, we build diversity, equity, and inclusion into our work and we aim to cultivate a sense of belonging throughout the company.
In this role, you will manage customer impacting incidents and executive-level customer escalations. You will collaborate and partner with the Google Cloud organization to drive resolution of critical customer situations. You will work closely with Engineering, Site Reliability Engineer, Technical Support, Product Owners, Communications Managers, Customer Success and Sales leadership to ensure delivery of a unified support experience for customers.
Google Cloud accelerates every organization’s ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google’s cutting-edge technology, and tools that help developers build more sustainably. 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
- Act as the primary point of contact for key stakeholders within the EMEA region. Build relationships and maintain regular communication.
- Oversee customer and internal stakeholder communications for an incident via multiple communication channels in a 24/7, over the weekend on-call environment using standard Google incident management processes ensuring updates are timely, accurate and actionable.
- Address incoming critical escalations from executives or key customers, and coordinate response, often across multiple teams, in order to facilitate effective resolution of customer situations.
- Contribute to cross-functional post-incident process reviews to ensure continuous improvement of operations and execution, enabling the delivery of post incident reports to customers and stakeholders.
- Improve operational workflows through team project delivery, process enhancements, automation, and continuous review and improvement of systems and tools.
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Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy, Know your rights: workplace discrimination is illegal, Belonging at Google, and How we hire.
If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form.
Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
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