Senior Major Incident Manager

Senior Major Incident Manager

Requirements

• B.S. or M.S. degree in CS, MIS, or equivalent discipline
• Technical competency in cloud environments, data warehouse architectures, and software development methods
• 4+ years of Support and/or Support Services related experience with a proven track record of delivering business value and improvement
• 4+ years of experience working with Amazon Web Services (AWS), Microsoft Azure, Google Cloud Platform (GCP), or a private cloud environment
• Excellent abilities in business productivity applications (Google Workspace preferred) for documents, spreadsheets, and presentations
• Previous experience in writing customer-facing root cause analysis or postmortem reports
• Experience with ServiceNow
• The ability to communicate the impact of the service incident with ease by shifting levels of communication between technical and non-technical
• Technical understanding of software/platform/infrastructure (SaaS/PaaS/IaaS) architectures, application, use, and management
• Excellent verbal, written, communication, and receptive listening skills.
• High levels of emotional intelligence (EQ), empathy, proactivity, and the ability to advocate for both clients and internal teams alike, continuously striving for mutually-beneficial solutions
• Successful experience working, collaborating, and establishing relationships with leadership, colleagues, and clients
• The ability to adapt, be flexible, and learn quickly in a dynamic environment
• Excellent teaming skills, able to work with virtual and global cross-functional teams.

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
• Partnering 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.

Preferred Qualifications

• Experience with ServiceNow