Senior Incident Manager

At Snowflake, we are powering the era of the agentic enterprise. To usher in this new era, we seek AI-native thinkers across every function who are energized by the opportunity to reinvent how they work. You don’t just use tools; you possess an innate curiosity, treating AI as a high-trust collaborator that is core to how you solve problems and accelerate your impact. We look for low-ego individuals who thrive in dynamic and fast-moving environments and move with an experimental mindset — who rapidly test emerging capabilities to discover simpler, more powerful ways to deliver results. At Snowflake, your role isn't just to execute a function, but to help redefine the future of how work gets done. 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 do