Staff Critical Incident Manager, Google Cloud

About the job The Google Cloud Platform team helps customers transform and build what's next for their business all with technology built in the cloud. Our products are developed for security, reliability and scalability, running the full stack from infrastructure to applications to devices and hardware. Our teams are dedicated to helping our customers developers, small and large businesses, educational institutions and government agencies see the benefits of our technology come to life. As part of an entrepreneurial team in this rapidly growing business, you will play a key role in understanding the needs of our customers and help shape the future of businesses of all sizes use technology to connect with customers, employees and partners. Google Cloud accelerates organizations ability to digitally transform their business with the best infrastructure, platform, industry solutions and expertise. We deliver enterprise-grade solutions that leverage Google s cutting-edge technology - all on the cleanest cloud in the industry. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.

Responsibilities

• Lead incident response efforts in a fast-paced, 24/7 on-call environment, ensuring clear and transparent communications with internal teams and customers.
• Coordinate and manage escalations from executives or key customers, driving cross-functional collaboration to deliver fast and effective resolutions.
• Act as an Incident Response thought leader, contributing to process improvements and implementing automation for continuous optimization of incident management workflows.
• Facilitate post-incident reviews, using insights to recommend enhancements to incident response strategies and ensure alignment across all teams.
• Lead complex projects to address ambiguity in operations, overcoming obstacles to deliver high-impact outcomes for both customers and Google.