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.
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.