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Snowflake SENIOR MAJOR INCIDENT MANAGER 
United States, New York, New York 
476874434

26.07.2024

As a

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

The following represents the expected range of compensation for this role:

  • The estimated base salary range for this role is $95,000 - $140,300.
  • Additionally, this role is eligible to participate in Snowflake’s bonus and equity plan.