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Google Head of Incident and Escalation Programs, Google Cloud in Cambridge, Massachusetts

Minimum qualifications:

  • 10 years of relevant work experience, designing, implementing and managing incident management programs.

  • 10 years of experience in building/leading teams, retaining/growing talent, setting priorities, managing projects in a cloud service delivery capacity.

  • 10 years of experience in partnering with Support/Sales/Engineering teams and customers to deliver incident response capabilities.

Preferred qualifications:

  • Master's degree or an advanced degree in a technical or scientific field of study or equivalent practical experience.

  • Executive presence with the ability to drive results and impact through influence

  • Ability to effectively communicate multi-functionally with both internal stakeholders and external customers or partners.

  • Evidence of a bias to action with strong attention to detail and data-driven decision making.

As Head of Incident and Escalation Programs within the Cloud Support Organization, you will be responsible for the underlying data sets to ensure we have one view of the customer across the various pillars in the organization. These will include being responsible for building and maintaining the Cloud Support Incident Management and Escalation Management programs and tool chains.

You will demonstrate effective leadership as well as a deep technical expertise to shape and deliver cloud incident management communications and escalation management capabilities, to ensure successful outcomes for Google Cloud’s customers. The Incident and Escalation Management team serves as the connective tissue between product, engineering, and Google Cloud’s customers - enabling the Incident and Escalation team to deliver clear, timely, and actionable information to Google Cloud’s customers and its employees, when the need is most critical.

Google Cloud provides organizations with leading infrastructure, platform capabilities and industry solutions. We deliver enterprise-grade cloud solutions that leverage Google’s cutting-edge technology to help companies operate more efficiently and adapt to changing needs, giving customers a foundation for the future. Customers in more than 150 countries turn to Google Cloud as their trusted partner to solve their most critical business problems.

  • Build, manage, and maintain Google Cloud Support incident management tool chain.

  • Develop and deliver incident management frameworks, maintain roadmaps, and program metrics for the Google Support team that align with the broader organization’s goals.

  • Lead the planning process and collaborate with key stakeholders including business leaders, operations, finance to align stakeholders and effectively prioritize initiatives.

  • Partner with Support Leadership, Site Reliability Engineering (SRE), and other stakeholders to identify and close gaps in Incident Response, Escalation Management, and Problem Management programs.

  • Translate business needs into technical requirements. Liaise with Cloud Systems, SRE, and other stakeholders on appropriate tooling strategies.

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 this form ( .