Senior Incident Manager

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🕒 2 days ago

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Snowflake

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2012

☁️ SaaS

🏢 Enterprise

🤝 B2B

SaaS • Enterprise • B2B

Snowflake is a cloud-based data platform and data warehouse-as-a-service. It enables organizations to store, process, analyze, and share large volumes of structured and semi-structured data across multiple clouds, with separated scalable compute and storage, built-in security and data-sharing capabilities, and support for analytics and machine-learning workloads. Snowflake is delivered as a managed SaaS offering for enterprise customers and is primarily marketed and sold as a B2B product.

📋 Description

• Lead response to critical, customer-impacting major incidents from engagement through resolution • Act as Primary and Secondary Incident Manager as needed • Own command and control of the incident bridge • Establish incident statements and business impact using facts and probing questions • Coordinate recovery plans, timelines, validations, and service restoration • Engage and retain the appropriate incident resources • Maintain incident summaries and action items in the incident tracker • Provide comprehensive handovers to regional Incident Managers in the follow-the-sun model • Manage customer-facing and internal communications throughout incidents • Maintain regular communication cadences and provide timely, accurate updates • Translate technical information into business impact, risk, and status for customers and executives • Communicate incident status to executives, sales teams, and stakeholders • Own incident close-out and governance follow-ups, including RCA timelines and postmortem ownership • Build partnerships with Engineering, Product Management, Sales, and other teams • Meet deliverable timelines for customer, team, and executive updates

🎯 Requirements

• B.S. or M.S. degree in CS, MIS, or an equivalent discipline • Technical competency in cloud environments, data warehouse architectures, and software development methods • 4+ years of incident management, technical operations, SRE, or related experience • 4+ years of experience with AWS, Microsoft Azure, GCP, or a private cloud environment • Strong call-leadership skills and ability to lead engineers and stakeholders under pressure • Experience writing customer-facing root cause analysis or postmortem reports • Experience producing clear customer-facing incident communications and status page updates • Experience with ServiceNow • Ability to communicate effectively with technical and non-technical audiences • Technical understanding of SaaS, PaaS, and IaaS architectures and management • Excellent verbal, written, communication, and receptive listening skills • High emotional intelligence, empathy, and proactivity • Experience collaborating and building relationships with leadership, colleagues, and clients • Ability to adapt, stay flexible, and learn quickly • Ability to work with virtual and global cross-functional teams • Excellent ability with business productivity applications; Google Workspace preferred • Must follow Snowflake confidentiality and security standards and protect customer information

🏖️ Benefits

• Bonus and equity plan eligibility • Medical insurance • Dental insurance • Vision insurance • Life insurance • Disability insurance • 401(k) retirement plan • Flexible spending account • Health savings account • At least 12 paid holidays • Paid time off • Parental leave • Employee assistance program • Other company benefits