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Staff Critical Incident Manager, Google Cloud

Staff Critical Incident Manager, Google Cloud

Google India Pvt LtdINDIA
30+ days ago
Job description

Staff Critical Incident Manager, Google Cloud

Location : Pune, Maharashtra, India

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 such as Google Workspace, etc.
  • Experience in leadership roles in Engineering, Operations, or Executive Support.
  • Understanding of the urgency of customer impact, with the ability to influence momentum of incident response across multiple teams.
  • Ability to grow in a fluid environment through 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.

    The Staff Critical Incident Manager is a key driver in managing customer impacting incidents and executive-level customer escalations. Your responsibilities include collaborating and partnering with the entire Google Cloud organization to drive resolution. You will partner and collaborate with Infrastructure, Engineering, Site Reliability Engineer, Technical Support, Product Owners, Customer Success, and Sales Leadership to ensure delivery of a unified support experience for customers. You will ensure transparent communication that drives very high levels of internal / external customer satisfaction.

    Responsibilities

  • Lead incident response efforts in a fluid, 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 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 outcomes for both customers and Google.

    • Information collected and processed as part of your Google Careers profile and any job applications you choose to submit is subject to Google's Applicant and Candidate Privacy Policy.

    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 Googles 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.

    To all recruitment agencies : Google does not accept agency resumes. Please do not forward resumes to our jobs alias, Google employees, or any other organization location. Google is not responsible for any fees related to unsolicited resumes.

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