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Staff Critical Incident Manager, Google Cloud

GooglePune, Maharashtra, India

Minimum qualifications:

  • Bachelor’s degree in Computer Science, Engineering, or a related technical field, or equivalent experience.
  • 10 years of experience in a technical role such as Site Reliability Engineering, Technical Solutions Engineering, or Software Engineering, Customer Engineering or professional services.
  • 10 years of experience in managing incidents in cloud environments (e.g., Google Cloud).
  • Experience with the structure and procedures of incident command systems for managing events across multiple teams and locations.

Preferred qualifications:

  • Certifications in Lean Six Sigma, Information Technology Infrastructure Library (ITIL) 4 and project management.
  • Experience with managing operations in a cloud environment, with common industry tools like Salesforce, ServiceNow, and Google Workspace.
  • Experience in managing crises or incidents in global enterprises.
  • Experience in leading change and implementing improvement initiatives with a focus on enhancing incident management processes and tools.
  • Experience with agile methodologies.
  • Ability to manage teams in a support environment.

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.

In this role, you will lead single customer to cloud outages, manage key escalations for executives or key customers, facilitate private and public post incident reviews, and use thought leadership to lead projects across Google Cloud and Workspace. You will leverage this experience to guide support and engineering teams, navigate incidents, and reduce further outrages through problem management and problem solving. You will act as a customer advocate within Google.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

  • Lead incident management efforts in a on-call environment, ensuring transparent communications internally and externally to improve the customer experience.
  • Act as an incident response thought leader by contributing to process improvements and implementing automation, including the use of Artificial Intelligence (AI), to optimize incident management workflows, reduce delays, and increase productivity.
  • Facilitate post-incident reviews to gather insights and recommend enhancements to incident response strategies, ensuring alignment across all teams for improvement.
  • Coordinate and manage escalations from executives and key customers, drive cross-functional collaboration to deliver resolutions.
  • Lead projects to address ambiguity in operations, overcoming obstacles to deliver outcomes for customers and Google.

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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.

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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