Senior Incident Manager
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Job Description
Senior Incident Manager leading critical incident response for Snowflake’s cloud data platform. Coordinating recovery, communications, postmortems, and executive stakeholder updates.
Responsibilities:
- Lead critical, customer-impacting major incidents from engagement through resolution as Primary or Secondary Incident Manager
- Own command and control of the incident bridge and establish the incident statement and business impact
- Coordinate recovery plans, timelines, validations, and service restoration
- Identify and engage required technical resources during incidents
- Maintain incident summaries and action items in the incident tracker
- Provide comprehensive handovers to incoming regional Incident Managers in the follow-the-sun model
- Manage customer-facing and internal communications throughout incidents
- Provide regular, accurate incident updates to customers, executives, sales teams, and other stakeholders
- Translate complex technical information into business impact, risk, and status
- Own incident close-out and governance follow-ups, including postmortem and RCA coordination
- 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 under pressure
- Experience writing customer-facing root cause analysis or postmortem reports
- Experience producing accurate customer-facing incident communications and status-page updates
- Experience with ServiceNow
- Technical understanding of SaaS/PaaS/IaaS architectures and their management
- Ability to communicate effectively with technical and non-technical audiences
- Excellent verbal, written, communication, and receptive listening skills
- High emotional intelligence, empathy, and proactivity
- Experience collaborating with leadership, colleagues, clients, and global cross-functional teams
- Ability to adapt, stay flexible, and learn quickly
- Excellent proficiency in business productivity applications; Google Workspace preferred
- Commitment to working the fixed 3:00 PM–11:00 PM Pacific Time shift long-term
- Ability to participate in a weekend on-call rotation
- Compliance with Snowflake confidentiality and data security standards
Benefits:
- Salary information provided for U.S.-located jobs
- Remote work arrangement
- Fixed overnight shift: 3:00 PM–11:00 PM Pacific Time
- Weekend on-call rotation, currently about one weekend every few months
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