Senior Incident Resolution Specialist

6 days ago

Seattle, Washington, United States Snowflake Computing Full time
Snowflake Computing: Senior Major Incident Manager

Job Summary: We are seeking a highly skilled Senior Major Incident Manager to join our Snowflake Support team. As a key member of our Cloud Service Management team, you will be responsible for coordinating efforts to resolve critical customer issues, major interruptions, and client-impacting events.

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
  • Partner 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 environments

About Snowflake Computing: Snowflake Computing is a cloud-based data warehousing company that provides a scalable and secure platform for data storage and analytics. We are committed to delivering high-quality resolutions to our customers and are seeking a highly skilled Senior Major Incident Manager to join our team.

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