Critical Incident Manager, Google Cloud


Due to the current health crisis related to COVID-19 and the escalating visa/travel restrictions in place, we're currently unable to extend offers to anyone who cannot work from Australia due to lockdown visa/travel restrictions, or other restrictive measures until further notice. Consequently, we will be prioritizing candidates who can start in this location by set date as expected. We're keeping the situation under review and would adjust our position should the restrictive measures be removed later on.

Applicants must have a right to work in Australia as Google is currently unable to sponsor a visa for this position.

Minimum qualifications:

  • Bachelor's degree in Computer Science, a related technical field, or equivalent practical experience.
  • 10 years of experience building a technical support team in a technology, technology services, SaaS, or cloud business.
  • 5 years managing, coordinating, and ensuring resolution on executive-facing escalations.

Preferred qualifications:

  • Master's degree in Computer Science or a related technical field.
  • Experience managing multiple support teams.
  • Experience leading and responding to complex critical incidents.
  • Knowledge of all technical support functions and related Engineering responsibilities.
  • Technical knowledge of complex systems, ideally in a multi-tenant, Cloud environment.
  • Excellent written and verbal communication skills at the C-Level.

About the job

The Critical Incident Manager is a highly customer-focused, operational leadership role. In this role, you'll be responsible for effectively executing Google’s existing critical incident response operation, with a high sense of urgency. As a member of the Cloud Support Compliance and Communications team, you will contribute technical knowledge of complex SaaS systems and deep experience leading internal and external rapid response to complex incidents.

As the Critical Incident Manager, you'll be a 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 will be both technically competent and business oriented.

In this role, you'll partner and collaborate with infrastructure, engineering, operations, technical support, customer success, and sales leadership to ensure the delivery of a unified support experience for customers. You'll ensure the effective execution of the incident resolution process, with transparent communication that drives high levels of internal/external customer satisfaction. Additionally, you'll 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.

Responsibilities
  • Lead cross-functional post-incident process reviews to ensure continuous improvement of operations and execution.
  • Evaluate the severity of every incoming issue, ensure that Severity-1 issues are assigned by the appropriate manager with a case owner within specific service level objectives, and that issues are fully handed off to the receiving manager.
  • Address incoming escalations from executives and/or receptionists and route to the appropriate resource/teams.
  • Handle multi-customer issues, ensuring resources are keeping customers updated while collaborating with appropriate parties as needed.
  • Assign out, communicate with the customer, and manage any new Severity-1 cases when the appropriate support manager is not available.
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.