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Senior Incident Response Manager
2 months ago
At Snowflake, we are dedicated to shaping the future of data. Our Support team is focused on delivering high-quality solutions that empower businesses to leverage data for insightful decision-making. We pride ourselves on being a collective of experts committed to our customers' success through collaboration and understanding.
About the Role
We are seeking a Senior Incident Response Manager to enhance our team and help our clients achieve their objectives by providing exceptional service during critical situations. In this role, you will thrive in a dynamic, high-performance environment, demonstrating tact, patience, and skill under pressure.
Your Responsibilities
- Lead the coordination of efforts to resolve urgent customer issues and significant service interruptions.
- Collaborate with on-call engineers and analyze online activity data to identify service disruptions.
- Build strong internal partnerships across Sales, Services, Support, and Engineering.
- Work with a global perspective as part of the Cloud Service Management team, focusing on Problem Management, Escalation Management, and Major Incident Management.
- Exhibit sound judgment in incident management and problem resolution, making timely decisions from both business and technical viewpoints.
- Partner with Engineering and Product Management to address major incidents affecting our customers.
- Drive solutions that enhance the customer experience.
- Understand and apply major incident practices, utilizing data for informed decision-making.
- Develop comprehensive action plans that consider the needs of all stakeholders.
- Manage customer communications during incidents, clearly explaining disruptions and their impacts.
- Maintain consistent communication, building trust through timely actions during major incidents.
- Summarize complex information into clear, concise updates for various audiences.
- Translate technical issues into business implications that are easily understood by customers.
- Meet deadlines for scheduled activities, including updates for customers and teams.
- Utilize both business acumen and technical expertise to manage customer impact and coordinate necessary meetings.
- Participate in on-call rotations as required, which may include evenings and weekends.
Qualifications
- B.S. or M.S. degree in Computer Science, Management Information Systems, or a related field.
- Proven technical proficiency in cloud environments.
