Senior Major Incident Manager

Snowflake Support is committed to providing high-quality resolutions to help deliver data-driven business insights and results. We are a team of subject matter experts collectively working toward our customers’ success. We form partnerships with customers by listening, learning, and building connections.  

Snowflake’s values are key to our approach and success in delivering world-class Support.  Putting customers first, acting with integrity, owning initiative and accountability, and getting it done are Snowflake core values and are reflected in everything we do.

Snowflake’s Support team is expanding! We are looking for a Senior Major Incident Manager to join our team and achieve our goal of helping our customers achieve their business goals by providing outstanding service and support to our customers in their most important time of need.  

As a Senior Major Incident Manager, you enjoy working with a high-performing and fast-paced team with a high degree of tact, patience, and skill under pressure.  You are results-oriented, leveraging data, and metrics, and providing feedback to make operational, tactical decisions toward resolving major incidents. You possess a positive attitude and outlook and work with a high degree of integrity, accountability, attention to detail, planning expertise, and execution.  A thorough understanding of business impacts related to technical issues is also a must.

YOU WILL:

• 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

OUR IDEAL SENIOR INCIDENT MANAGER WILL HAVE:

• 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