Snowflake9 дней назад
Senior Incident Manager
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РЫНОК
14 262 ₽медиана по профессии
Cloud Engineer · 8 вакансий с указанной зарплатой
5 233половина предложений: 6 118–26 842150 000
Работодатель не указал зарплату — сравните с рынком сами.
Полная занятостьУдалёнка
Обязанности
- 01Lead the response to critical, customer-impacting major incidents from engagement through resolution, acting as both Primary and Secondary Incident Manager as the situation requires
- 02Own command and control of the incident bridge — asking probing questions to establish a clear incident statement and business impact, dealing in facts over speculation, and keeping the call structured and moving
- 03Drive the team toward resolution: coordinate the recovery plan, set and hold timelines for task execution, ensure validations take place, and confirm and capture service restoration
- 04Ensure the right people are engaged and present — quickly identifying when additional resources are needed and holding required participants on the call until they’re released
- 05Maintain a clear, accurate, well-structured incident summary and action items in the incident tracker throughout the event, and provide comprehensive handovers to incoming regional Incident Managers as part of our follow-the-sun model
- 06Manage customer-facing and internal communications throughout the incident — clearly explaining the nature of the disruption, its impact on customer workloads, and the actions underway to resolve it
- 07Maintain disciplined, regular communication cadences, building credibility through timely, accurate updates and responsiveness for the duration of the incident
- 08Translate complex technical information into clear business impact, risk, and status that both customers and executive stakeholders can readily understand, while adhering to established voice and style standards
- 09Communicate incident status effectively — verbally and in writing — to executives, sales teams, and other stakeholders, including concise summaries of large volumes of information
- 10Own incident close-out and governance follow-ups: capture follow-up actions, confirm the engineering postmortem owner, and set clear expectations and timelines for the RCA before releasing the team
- 11Build strong partnerships across the company — with Engineering, Product Management, Sales, and other teams — to deliver the best possible customer experience
- 12Meet deliverable timelines tied to scheduled activities and events, such as customer, team, and executive updates
Требования
- 01B.S. or M.S. degree in CS, MIS, or an equivalent discipline
- 02Technical competency in cloud environments, data warehouse architectures, and software development methods
- 034+ years of incident management, technical operations, SRE, or related experience, with a proven track record of delivering business value and improvement
- 044+ years of experience working with Amazon Web Services (AWS), Microsoft Azure, Google Cloud Platform (GCP), or a private cloud environment
- 05Strong call-leadership skills — a calm, confident verbal presence with the ability to lead a room of engineers and stakeholders under pressure without relinquishing control of the call
- 06Experience writing customer-facing root cause analysis or postmortem reports, and producing clear customer-facing incident communications (e.g., status page updates) with accurate detail and timing
- 07Experience with ServiceNow
- 08The ability to shift levels of communication between technical and non-technical audiences with ease
- 09Technical understanding of software/platform/infrastructure (SaaS/PaaS/IaaS) architectures, their use, and management
- 10Excellent verbal, written, communication, and receptive listening skills
- 11High levels of emotional intelligence (EQ), empathy, and proactivity, with the ability to advocate for both customers and internal teams while striving for mutually beneficial solutions
- 12Successful experience working, collaborating, and building relationships with leadership, colleagues, and clients
- 13The ability to adapt, stay flexible, and learn quickly in a dynamic environment
- 14Excellent teaming skills, comfortable working with virtual and global cross-functional teams
- 15Excellent abilities in business p
Условия
- 01Fixed overnight shift role: 3:00 PM – 11:00 PM Pacific Time
- 02Participation in a weekend on-call rotation (currently about one weekend every few months, subject to change)
- 03No additional weekday off-hours on-call expectation