Senior Cloud Incident Manager

3 weeks ago

Seattle, Washington, United States Snowflake Computing Full time

Snowflake Computing is seeking a Senior Major Incident Manager to provide exceptional support to our customers during critical situations. As a key member of our Cloud Service Management team, you will be responsible for coordinating efforts to resolve major customer issues, collaborating with on-call engineers, and developing strong partnerships with internal teams.

The ideal candidate will possess a strong understanding of business impacts related to technical issues, excellent communication skills, and the ability to make timely decisions from both business and technical perspectives. You will work closely with Engineering and Product Management to resolve major incidents that impact our customers and drive for required solutions to provide the best customer experience.

Key Responsibilities:

  • Coordinate efforts to resolve critical customer issues, major interruptions, and client-impacting events
  • Collaborate with Snowflake on-call engineers and monitor online activity data for multiple Snowflake Services to identify service disruptions
  • Develop strong partnerships internally with Sales, Services, Support, and Engineering
  • Work with a global mindset as part of a team of Cloud Service Management team (Problem Mgmt, Escalation Mgmt, Major Incident Mgmt)
  • Demonstrate strong judgment regarding incident management and problem mitigation, as well as the ability to make timely decisions from both business and technical perspectives
  • Partnering with Engineering and Product Management on the resolution of major incidents that impact our customers
  • Effectively drive for required solutions to provide the best customer experience
  • Understand major incident practices and how to analyze and apply data to a decision-making process
  • Understand proactive and reactive data points to develop a plan of action for our customers
  • View problems and solutions holistically, from multiple viewpoints, and create a plan of action to best satisfy the needs of all stakeholders
  • Manage customer-facing communications for incidents, explaining the details of disruption, the impact on customer applications, and how we are working towards a resolution
  • Maintain disciplined and regular communications while building credibility through timely action and responsiveness during the major incident
  • Effectively communicate critical issue status (both verbally and written) to executive staff, sales teams, and other involved parties
  • Utilize your contextual interpretation and writing skills to effectively summarize pages of information into concise and readable paragraphs
  • Understand and translate technical information and issues into business cases, impacts, and risks that can easily be interpreted by the customer
  • Meet deliverable timelines based on prescheduled activities and events, such as customer, team, and executive updates
  • Utilize business and technical skills to effectively manage customer impact, coordinate meetings, calls, and deliverables, and interpret trend/regression patterns
  • Participate in on-call rotation as needed, potentially including occasional evenings and weekends

Requirements:

  • B.S. or M.S. degree in CS, MIS, or equivalent discipline
  • Technical competency in cloud environment

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