Senior Incident Manager

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

📋 Description

• Oversee the response to critical major incidents that impact customers from engagement through to resolution.

• Serve as the Primary or Secondary Incident Manager as required.

• Take charge of the incident bridge with command and control.

• Develop incident statements and assess business impact using factual information and probing inquiries.

• Coordinate recovery strategies, timelines, validations, and service restoration efforts.

• Engage and retain the necessary incident resources.

• Maintain incident summaries and action items within the incident tracker.

• Provide thorough handovers to regional Incident Managers following the follow-the-sun model.

• Manage both customer-facing and internal communications during incidents.

• Ensure regular communication cadences and deliver timely, accurate updates.

• Convert technical details into business impact, risk, and status for customers and executives.

• Update executives, sales teams, and stakeholders on incident status.

• Handle incident close-out and governance follow-ups, including RCA timelines and postmortem responsibilities.

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

• 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.

• Proficiency in cloud environments, data warehouse architectures, and software development methodologies.

• At least 4 years of experience in incident management, technical operations, Site Reliability Engineering (SRE), or a similar role.

• 4+ years of experience with AWS, Microsoft Azure, Google Cloud Platform (GCP), or a private cloud environment.

• Strong leadership skills in managing calls and the ability to guide engineers and stakeholders under pressure.

• Proven experience in drafting customer-facing root cause analysis or postmortem reports.

• Experience in crafting clear incident communications for customers and status page updates.

• Familiarity with ServiceNow.

• Ability to communicate effectively with both technical and non-technical audiences.

• Technical knowledge of Software as a Service (SaaS), Platform as a Service (PaaS), and Infrastructure as a Service (IaaS) architectures and their management.

• Strong verbal, written, and receptive listening skills.

• High emotional intelligence, empathy, and a proactive approach.

• Proven experience in collaborating and building relationships with leadership, colleagues, and clients.

• Ability to adapt, remain flexible, and learn quickly.

• Capability to work with virtual and global cross-functional teams.

• Excellent proficiency with business productivity applications; Google Workspace preferred.

• Must adhere to Snowflake's confidentiality and security standards while safeguarding customer information.

🏝️ Benefits

• Eligibility for bonus and equity plans.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Life insurance.

• Disability insurance.

• 401(k) retirement plan.

• Flexible spending account.

• Health savings account.

• A minimum of 12 paid holidays.

• Paid time off.

• Parental leave.

• Employee assistance program.

• Additional company benefits.