Senior Incident Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead significant incidents that impact customers from the initial engagement to resolution as either the Primary or Secondary Incident Manager.

• Take ownership of the incident bridge and define the incident statement along with its business implications.

• Oversee the development of recovery plans, establish timelines, conduct validations, and ensure service restoration.

• Identify and mobilize necessary technical resources during incidents.

• Keep incident summaries and action items updated in the incident tracker.

• Deliver thorough handovers to incoming regional Incident Managers following the follow-the-sun approach.

• Manage communications with customers and internal teams throughout the incident lifecycle.

• Provide consistent and accurate incident updates to customers, executives, sales teams, and other stakeholders.

• Translate intricate technical details into business implications, risks, and status updates.

• Take charge of incident closure and governance follow-ups, including coordinating postmortems and root cause analysis.

• Foster partnerships with Engineering, Product Management, Sales, and other teams.

• Meet deadlines for deliverables related to customer, team, and executive updates.

⛳️ Requirements

• Bachelor’s or Master’s degree in Computer Science, Management Information Systems, or a related field.

• Proficient technical knowledge in cloud environments, data warehouse architectures, and software development methodologies.

• Over 4 years of experience in incident management, technical operations, Site Reliability Engineering, or similar roles.

• More than 4 years of experience with AWS, Microsoft Azure, Google Cloud Platform, or private cloud environments.

• Strong leadership skills during high-pressure calls.

• Experience in writing customer-facing root cause analysis or postmortem reports.

• Proven track record in producing accurate incident communications and status-page updates for customers.

• Familiarity with ServiceNow.

• Technical grasp of SaaS, PaaS, and IaaS architectures and their management.

• Effective communication skills with both technical and non-technical audiences.

• Excellent verbal, written, communication, and active listening abilities.

• High emotional intelligence, empathy, and proactive approach.

• Experience in collaborating with leadership, colleagues, clients, and global cross-functional teams.

• Ability to adapt, maintain flexibility, and learn quickly.

• High proficiency in business productivity tools; Google Workspace preferred.

• Willingness to work the fixed shift from 3:00 PM to 11:00 PM Pacific Time long-term.

• Availability to participate in a weekend on-call rotation.

• Adherence to Snowflake's confidentiality and data security protocols.

🏝️ Benefits

• Salary details provided for positions based in the U.S.

• Opportunity for remote work.

• Fixed overnight shift from 3:00 PM to 11:00 PM Pacific Time.

• Participation in a weekend on-call rotation, typically about once every few months.