# Senior Incident Manager

**Company:** [Snowflake](https://hotfix.jobs/companies/snowflake)
**Location:** Remote
**Role:** Technical Program Management
**Salary:** $115k – $199k/yr
**Experience:** 5+ years
**Skills:** AWS, microsoft azure, GCP, servicenow, SRE, cloud computing, Data Warehousing, SaaS, paas, iaas, Root Cause Analysis, postmortems, Google Workspace
**Posted:** 2026-08-03

> Leads customer-impacting major incidents from engagement through resolution, coordinating technical teams, recovery plans, communications, and postmortem follow-up. Requires 4+ years of incident management or related operations experience, cloud expertise, strong communication, and composure under pressure.

## Job Description

## Responsibilities
- Lead the response to critical, customer-impacting major incidents from engagement through resolution, acting as Primary or Secondary Incident Manager as needed.
- Own command and control of the incident bridge, establishing clear incident statements and business impact while keeping calls structured and moving.
- Drive recovery plans, set and track task timelines, ensure validations, and confirm service restoration.
- Identify and engage the appropriate technical resources and manage participation throughout the incident.
- Maintain accurate incident summaries and action items, including comprehensive handovers in a follow-the-sun model.
- Manage customer-facing and internal communications, explaining disruptions, customer impact, and resolution activities.
- Provide disciplined, timely updates and translate technical information into business impact, risk, and status for customers and executives.
- Communicate incident status verbally and in writing to executives, sales teams, and other stakeholders.
- Own incident close-out and governance follow-ups, including action items, postmortem ownership, and RCA timelines.
- 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 Computer Science, Management Information Systems, or an equivalent discipline.
- 4+ years of incident management, technical operations, SRE, or related experience.
- 4+ years of experience with Amazon Web Services, Microsoft Azure, Google Cloud Platform, or a private cloud environment.
- Technical competency in cloud environments, data warehouse architectures, and software development methods.
- Strong call-leadership skills and the ability to lead engineers and stakeholders under pressure.
- Experience writing customer-facing root cause analysis or postmortem reports and incident communications such as status-page updates.
- Experience with ServiceNow.
- Understanding of software, platform, and infrastructure architectures, including SaaS, PaaS, and IaaS.
- 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, remain flexible, and learn quickly in a dynamic environment.
- Strong business productivity application skills; Google Workspace preferred.
- Ability to follow confidentiality and security standards for handling sensitive data.

## Compensation and Schedule
- Fixed overnight shift: **3:00 PM–11:00 PM Pacific Time**.
- Participation in a weekend on-call rotation, currently approximately one weekend every few months.

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