The Critical Incident Manager is a highly customer-focused, operational leader that is responsible for flawlessly executing Google’s existing, outstanding, critical incident response operation, with a high sense of urgency. As a member of the Cloud Support Incident Management team, you should have excellent technical knowledge of complex SaaS systems, and deep experience leading internal and external rapid response to complex incidents.
As the Critical Incident Manager, you are the key driver for Severity-1 and executive level customer escalations. This responsibility includes collaborating and partnering with the entire organization to drive action and foster growth. As a member of the Cloud Support management team, you are both technically competent and business oriented.
You will closely partner and collaborate with Infrastructure, Engineering, Operations, Technical Support, Customer Success and Sales Leadership to ensure delivery of a unified support experience for customers. You will ensure flawless execution of the incident resolution process, with transparent communication that drives very high levels of internal/external customer satisfaction. You will work directly with customers as a management point of contact in certain circumstances to provide assurance and resources as needed.
Google Cloud provides organizations with leading infrastructure, platform capabilities and industry solutions. We deliver enterprise-grade cloud solutions that leverage Google’s cutting-edge technology to help companies operate more efficiently and adapt to changing needs, giving customers a foundation for the future. Customers in more than 150 countries turn to Google Cloud as their trusted partner to solve their most critical business problems.
Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing this form.