SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Snowflake's Incident Management team is seeking a Senior Incident Manager to lead response to critical, customer-impacting incidents. This is a fixed overnight shift role (11 PM–7 AM Pacific Time) with weekend on-call rotation participation (approximately one weekend every few months).
You will own command and control of incident bridges, leading response from engagement through resolution as both Primary and Secondary Incident Manager as needed. Key responsibilities include establishing clear incident statements and business impact, coordinating recovery plans, setting and holding timelines for task execution, and ensuring proper validations and service restoration. You'll identify when additional resources are needed, maintain accurate incident tracking and summaries, and provide comprehensive handovers to regional Incident Managers in the follow-the-sun model.
Communication is central to this role. You'll manage both customer-facing and internal communications, translating complex technical information into clear business impact and status for executives and stakeholders. You'll maintain disciplined communication cadences, build credibility through timely updates, and own incident close-out and governance follow-ups, including capturing actions and setting expectations for root cause analysis.
You'll build strong partnerships across Engineering, Product Management, Sales, and other teams to deliver exceptional customer experience. The ideal candidate brings 4+ years of incident management, technical operations, SRE, or related experience, with proven track record of delivering business value. Required: B.S./M.S. in CS, MIS, or equivalent; technical competency in cloud environments (AWS, Azure, GCP) and data warehouse architectures; strong call-leadership skills with calm, confident verbal presence; experience writing customer-facing RCAs and postmortem reports; ServiceNow experience; ability to shift communication between technical and non-technical audiences; excellent verbal and written communication; high emotional intelligence and empathy; and comfort working with virtual, global cross-functional teams.
