Senior Incident Manager

Snowflake's Incident Management team is expanding. We're looking for a Senior Incident Manager to help us deliver outstanding service to our customers in their most critical moments - when a major incident is impacting their business and they need a calm, decisive partner driving toward resolution.

As a Senior Incident Manager, you thrive in a high-performing, fast-paced environment and bring a high degree of tact, patience, and composure under pressure. You are results-oriented, using data and metrics to make sound operational and tactical decisions while a major incident is unfolding. You lead with a positive outlook and a high degree of integrity, accountability, attention to detail, and strong planning and execution skills. A thorough understanding of how technical issues translate into customer and business impact is essential.

This is a fixed overnight shift role: 3:00 PM - 11:00 PM Pacific Time. We're looking for someone who is committed to working these hours long-term. In addition to the shift, you'll participate in a weekend on-call rotation (currently about one weekend every few months, subject to change). There is no additional weekday off-hours on-call expectation.

You Will

• Lead the response to critical, customer-impacting major incidents from engagement through resolution, acting as both Primary and Secondary Incident Manager as the situation requires.
• Own command and control of the incident bridge - asking probing questions to establish a clear incident statement and business impact, dealing in facts over speculation, and keeping the call structured and moving.
• Drive the team toward resolution: coordinate the recovery plan, set and hold timelines for task execution, ensure validations take place, and confirm and capture service restoration.
• Ensure the right people are engaged and present - quickly identifying when additional resources are needed and holding required participants on the call until they're released.
• Maintain a clear, accurate, well-structured incident summary and action items in the incident tracker throughout the event, and provide comprehensive handovers to incoming regional Incident Managers as part of our follow-the-sun model.
• Manage customer-facing and internal communications throughout the incident - clearly explaining the nature of the disruption, its impact on customer workloads, and the actions underway to resolve it.
• Maintain disciplined, regular communication cadences, building credibility through timely, accurate updates and responsiveness for the duration of the incident.
• Translate complex technical information into clear business impact, risk, and status that both customers and executive stakeholders can readily understand, while adhering to established voice and style standards.
• Communicate incident status effectively - verbally and in writing - to executives, sales teams, and other stakeholders, including concise summaries of large volumes of information.
• Own incident close-out and governance follow-ups: capture follow-up actions, confirm the engineering postmortem owner, and set clear expectations and timelines for the RCA before releasing the team.
• Build strong partnerships across the company - with Engineering, Product Management, Sales, and other teams - to deliver the best possible customer experience.
• Meet deliverable timelines tied to scheduled activities and events, such as customer, team, and executive updates.

Our Ideal Senior Incident Manager Will Have

• 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, with a proven track record of delivering business value and improvement.
• 4+ years of experience working with Amazon Web Services (AWS), Microsoft Azure, Google Cloud Platform (GCP), or a private cloud environment.
• Strong call-leadership skills - a calm, confident verbal presence with the ability to lead a room of engineers and stakeholders under pressure without relinquishing control of the call.
• Experience writing customer-facing root cause analysis or postmortem reports, and producing clear customer-facing incident communications (e.g., status page updates) with accurate detail and timing.
• Experience with ServiceNow.
• The ability to shift levels of communication between technical and non-technical audiences with ease.
• Technical understanding of software/platform/infrastructure (SaaS/PaaS/IaaS) architectures, their use, and management.
• Excellent verbal, written, communication, and receptive listening skills.
• High levels of emotional intelligence (EQ), empathy, and proactivity, with the ability to advocate for both customers and internal teams while striving for mutually beneficial solutions.
• Successful experience working, collaborating, and building relationships with leadership, colleagues, and clients.
• The ability to adapt, stay flexible, and learn quickly in a dynamic environment.
• Excellent teaming skills, comfortable working with virtual and global cross-functional teams.
• Excellent abilities in business productivity applications (Google Workspace preferred) for documents, spreadsheets, and presentations.

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.