Minimum qualifications:

• Bachelor's degree in Computer Science, a related technical field, or equivalent practical experience.
• 4 years of experience in managing critical incidents.
• Experience in providing technical or infrastructure support.
• Ability to work non-standard hours and differing work rotations/shifts.

Preferred qualifications:

• Certification in project management and any cloud certification (GCP).
• Experience in supporting and managing technical environments, within a multi-tenant cloud environment.
• Experience in industry common tools such as SalesForce, Google Workspace, etc.
• Experience in a cloud service delivery environment.
• Ability to influence momentum of incident response across multiple teams.
• Excellent written/verbal communication skills.

About the job

In this role, you will manage customer impacting incidents and executive level customer escalations. You will collaborate and partner with Google Cloud organization to drive resolution. You will partner and collaborate with Infrastructure, Engineering, Site Reliability Engineering, Technical Support, Product Owners, Customer Success, and Business Leadership to ensure delivery of a support experience for customers.

Google Cloud accelerates organizations’ ability to digitally transform their business with the best infrastructure, platform, industry solutions and expertise. We deliver enterprise-grade solutions that leverage Google’s cutting-edge technology – all on the cleanest cloud in the industry. 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

• Coordinate Incident Response across multiple functions for complex cloud service outages, and contribute to the continuous evolution of Google Cloud Incident Management processes and procedures.
• Manage customer and internal stakeholder communications for issues via multiple communication channels ensuring updates are timely, accurate, and actionable. 
• Address incoming critical escalations from executives and/or key customers, and coordinate response, often across multiple teams, in order to facilitate effective resolution.
• Lead cross-functional post-incident process reviews to ensure continuous improvement of operations and execution, enabling the delivery of post incident reports to customers and stakeholders.