Global Program Manager, Incident Response, Google Cloud

Note: Google’s hybrid workplace includes remote roles.

Remote location: United States.

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.

• 10 years of experience in customer support, IT operations, or program management at a SaaS company.

• 2 years of experience as a contributor to one or more projects.

• Experience in customer incident management industry-standard methodologies, including information technology infrastructure library.

Preferred qualifications:

• Master's degree.
• Information Technology Infrastructure Library (ITIL) certifications and/or a program management certification.
• Experience developing and implementing incident response initiatives, managing, implementing, executing technology or program roll-outs, and cross-functional initiatives across multiple teams and regions.
• Experience in program management with an IT or software company.
• Ability to support and/or maintain projects.
• Excellent project management skills and ability to keep multiple priorities moving at the same time.

About the job

As a Global Program Manager, you will drive the evolution of Google Cloud role in the Incident Response process - defining and leading programs to improve the customer experience when outages occur, while enhancing our service capabilities to the highest enterprise levels with customer-centric and modern solutions in mind.

In this role, you will be accountable for the delivery and management of multiple, related projects within the Incident response programs. You will build credibility, establish relationships, and manage stakeholder communication at multiple levels, including stakeholders external to the team. You will define and initiate projects, while working to ensure the ultimate success and acceptance of the program.

In this role, you will align with Google Cloud, Site Reliability Engineer, Engineering, and Product cross-functional partners. You will be responsible for maintaining continuous alignment of program scope, and making recommendations to enhance the effectiveness of the program.

Google Cloud accelerates organizations’ ability to digitally transform their business with the best infrastructure, platform, industry solutions and expertise. We deliver enterprise-grade solutions that leverage Google’s cutting-edge technology – all on the cleanest cloud in the industry. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.

Additional Information
(Colorado only*) Minimum full-time salary range between $169,000 - $181,000 + bonus + equity + benefits. *Note: Disclosure as required by sb19-085 (8-5-20) of the minimum salary compensation for this role when being hired into our offices in Colorado.

Responsibilities

• Build and improve processes that identify, mitigate, or prevent poor customer support experiences when outages occur.
• Build the strategy for customer incident response programs, implement and iterate on the strategy, and drive continuous improvement on existing programs.
• Own the Incident Response program goals and key results, define program roadmap and workstreams, and drive decisions on prioritizing goals and deliverables.
• Plan, prioritize, and deliver individually or collaboratively, projects across Support, Engineering, Site Reliability Engineering, and Account stakeholders which improve ability to detect, communicate, and resolve issues internally and for customers. Provide overall stakeholder management and project progress reporting on a regular basis.
• Stay up-to-date of the latest shifts in Incident Response priorities, industry trends, and customer feedback to inform design and delivery of Incident Response solutions.

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.