Full-Time

Staff Major Incident Manager

Posted on 5/6/2024

Snowflake

Snowflake

5,001-10,000 employees

Data cloud platform for multi-cloud warehousing

Data & Analytics

Senior

Remote in USA

Required Skills
Microsoft Azure
Communications
Management
AWS
Google Cloud Platform
Requirements
  • B.S. or M.S. degree in CS, MIS, or equivalent discipline
  • Technical competency in cloud environments, data warehouse architectures, and software development methods
  • 8+ years of Support and/or Support Services related experience with a proven track record of delivering business value and improvement
  • 8+ 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
  • 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
Responsibilities
  • 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

Snowflake offers a Data Cloud platform for data warehousing, data lakes, and data application development, enabling secure sharing of governed data across multiple public clouds. The platform supports diverse analytic workloads with near-unlimited scale and performance.

Company Stage

IPO

Total Funding

$2.5B

Headquarters

,

Founded

2012

Growth & Insights
Headcount

6 month growth

1%

1 year growth

11%

2 year growth

58%

Benefits

We've got your back - We offer comprehensive health insurance plans, health savings accounts, robust retirement plans, and generous life and disability insurance.

A Balanced Lifestyle - All Snowflakes have access to our weekly online lunch and learns, virtual workout classes, and ergonomic work-from-home equipment. We offer on-demand mental health and wellness programs to support our employees and their families.

Your People Matter - Help offset the cost of growing your family with our fertility benefits and family planning resources. Count on our generous time-off and various leave plans for you to rest, refuel, and sustain a great work-life balance.

Global Snowflake Team - No matter where you are in the world, we will get you connected and supported with a work-from-home setup.

Treat Yourself - Personalize your Snowflake benefits by tapping into our employee discounts and pre-tax selections.

Invest In Your Future - Eligible employees enjoy new hire equity, Employee Stock Purchase Plan (ESPP), and a quarterly bonus or commission program.