Build the future of data. Join the Snowflake team.
Snowflake Support is committed to providing high-quality resolutions to help
deliver data-driven business insights and results. We are a team of subject
matter experts collectively working toward our customers' success. We form
partnerships with customers by listening, learning, and building connections.
Snowflake's values are key to our approach and success in delivering
world-class Support. Putting customers first, acting with integrity,
owning initiative and accountability, and getting it done are Snowflake core
values and are reflected in everything we do.
Snowflake's Support team is expanding! We are looking for a Staff Major
Incident Manager to join our team and achieve our goal of helping our
customers achieve their business goals by providing outstanding service and
support to our customers in their most important time of need.
As a Staff Major Incident Manager, you enjoy working with a high-performing
and fast-paced team with a high degree of tact, patience, and skill under
pressure. You are results-oriented, leveraging data, and metrics, and
providing feedback to make operational, tactical decisions toward resolving
major incidents. You possess a positive attitude and outlook and work with a
high degree of integrity, accountability, attention to detail, planning
expertise, and execution. A thorough understanding of business impacts
related to technical issues is also a must.
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 STAFF 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 sof ware 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
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
Every Snowflake employee is expected to follow the company's confidentiality
and security standards for handling sensitive data. Snowflake employees must
abide by the company's data security plan as an essential part of their
duties. It is every employee's duty to keep customer information secure and
confidential.
The following represents the expected range of compensation for this role:
The estimated base salary range for this role is $125,000 - $195,500.
Additionally, this role is eligible to participate in Snowflake's bonus
and equity plan.
The successful candidate's starting salary will be determined based on
permissible, non-discriminatory factors such as skills, experience, and
geographic location. This role is... For full info follow application link.