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Critical Incident Manager in Erode – Career at Google

    Website Google

    Job Description:

    Google Cloud provides organizations with leading infrastructure, platform capabilities and industry solutions. We deliver enterprise-grade cloud solutions that leverage Google’s cutting-edge technology to help companies operate more efficiently and adapt to changing needs, giving customers a foundation for the future. Customers in more than 150 countries turn to Google Cloud as their trusted partner to solve their most critical business problems.


    Job Responsibilities:

    • Address incoming critical escalations from executives and/or key customers, and coordinate response, often across multiple teams, in order to facilitate swift and effective resolution of those situations.
    • Coordinate Incident Response across multiple functions for complex cloud service outages, and contribute to the continuous evolution of Google Cloud’s Incident Management processes and procedures.
    • Manage customer and internal stakeholder communications for any multi-customer issues via multiple communication channels ensuring updates are timely, accurate and actionable.
    • Leads cross-functional post-incident process reviews to ensure continuous improvement of operations and execution­, enabling the delivery of post incident reports to customers and stakeholders.

    Job Requirements:

    • Technical knowledge of complex systems, ideally in a multi-tenant, cloud environment.
    • Knowledge of all technical support functions and related engineering responsibilities.
    • Experience managing incident response across multiple support teams.
    • Exceptional operational and services experience in a cloud services delivery environment, providing mission critical support to large enterprise customers. Outstanding verbal and written communication skills at C-level.
    • Experience directing and maximizing the benefits of collaborating with global teams.
    • Experience of industry common tools like SalesForce, ServiceNow, Google Workspace, etc.

    Qualification & Experience:

    • Bachelor’s degree in Computer Science, a related technical field, or equivalent practical experience.
    • Experience managing incident response across multiple support teams, focusing on technical support functions and related engineering responsibilities.
    • Experience in managing, coordinating, and ensuring resolution on executive-facing escalations.

    Job Details:

    Company: Google

    Vacancy Type: Full Time

    Job Functions: Other

    Job Location: Erode, Tamil Nadu, IN

    Application Deadline: N/A