Senior Incident Manager

Snowflake

Senior Incident Manager leading critical customer-impacting incidents for Snowflake’s cloud data platform. Coordinating technical recovery, communications, executive updates, and post-incident governance.

Posted 8/4/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $115,000 - $165,600 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in incident management and technical operations, with a strong focus on cloud environments and effective communication across technical and non-technical audiences. Proven ability to lead cross-functional teams, manage customer communications, and deliver timely incident resolutions.

Highest-signal resume keywords

Incident ManagementCloud EnvironmentsAWSServiceNowRoot Cause Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementTechnical OperationsCloud EnvironmentsData Warehouse ArchitecturesSaaSPaaSIaaSRoot Cause AnalysisPostmortem ReportingIncident Communication

Soft Skills

Call-LeadershipEffective CommunicationEmotional IntelligenceEmpathyAdaptability

Tools & Technologies

ServiceNowGoogle WorkspaceAWSMicrosoft AzureGCP

Industry Keywords

Incident ManagementTechnical OperationsSRECustomer CommunicationsBusiness Impact

Tech Stack

Tools & technologies

AWSAzureCloudGoogle Cloud PlatformServiceNow

About the role

Key responsibilities & impact

Lead response to critical, customer-impacting major incidents from engagement through resolution
Act as Primary and Secondary Incident Manager as needed
Own command and control of the incident bridge
Establish incident statements and business impact using facts and probing questions
Coordinate recovery plans, timelines, validations, and service restoration
Engage and retain the appropriate incident resources
Maintain incident summaries and action items in the incident tracker
Provide comprehensive handovers to regional Incident Managers in the follow-the-sun model
Manage customer-facing and internal communications throughout incidents
Maintain regular communication cadences and provide timely, accurate updates
Translate technical information into business impact, risk, and status for customers and executives
Communicate incident status to executives, sales teams, and stakeholders
Own incident close-out and governance follow-ups, including RCA timelines and postmortem ownership
Build partnerships with Engineering, Product Management, Sales, and other teams
Meet deliverable timelines for customer, team, and executive updates

Requirements

What you’ll need

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
4+ years of experience with AWS, Microsoft Azure, GCP, or a private cloud environment
Strong call-leadership skills and ability to lead engineers and stakeholders under pressure
Experience writing customer-facing root cause analysis or postmortem reports
Experience producing clear customer-facing incident communications and status page updates
Experience with ServiceNow
Ability to communicate effectively with technical and non-technical audiences
Technical understanding of SaaS, PaaS, and IaaS architectures and management
Excellent verbal, written, communication, and receptive listening skills
High emotional intelligence, empathy, and proactivity
Experience collaborating and building relationships with leadership, colleagues, and clients
Ability to adapt, stay flexible, and learn quickly
Ability to work with virtual and global cross-functional teams
Excellent ability with business productivity applications; Google Workspace preferred
Must follow Snowflake confidentiality and security standards and protect customer information

Benefits

Comp & perks

Bonus and equity plan eligibility
Medical insurance
Dental insurance
Vision insurance
Life insurance
Disability insurance
401(k) retirement plan
Flexible spending account
Health savings account
At least 12 paid holidays
Paid time off
Parental leave
Employee assistance program
Other company benefits