Overview

Incident Manager Jobs in San Francisco, CA at Databricks



Title: Incident Manager

Company: Databricks

Location: San Francisco, CA

Salary: $80K – $100K*

Category: Enterprise Technology

Mission

Incident manager utilizes his/her technical experience and resourcefulness to lead urgent customer situations to conclusion. Responsible for managing frequent, high-quality updates to all internal and external stakeholders. The incident manager will advocate with engineering and leadership on behalf of their customers, and will ensure that escalations are handled with the appropriate level of urgency from stakeholders.

Outcomes

Drive critical customer escalations or widespread outages to conclusion and resolution. Escalate to on-call resources in support and engineering and establish checkpoint calls and action items to ensure that progress is made and status updates are delivered on time.

Demonstrate cross-functional leadership while establishing ownership of escalations and outages.

Compile and deliver frequent high-quality communication to internal and external stakeholders including executive staff. Candidate should be comfortable creating concise and effective messaging that is tailored to a technical or executive audience with minimal assistance from others.

Commence and lead war rooms while establishing other temporary communication channels as warranted for the duration of an outage.

Ability to multi-task on several incidents and/or projects at once.

Be the leader who derives product and process improvements from every incident and submits necessary feedback for improvements.

Participate in on-call rotations.

Competencies

Proven experience in technical support, consulting, or application engineering with a background in big data platforms or cloud/SaaS platforms like AWS, Azure, and GCP is required.

Previous experience troubleshooting Linux OS and networking issues is required. Prior exposure to Java application troubleshooting preferred.

Excellent written and verbal communication skills are required.

Prior Incident management or escalation management experience is required. Candidate must be able to demonstrate resilience and a capacity to maintain a constructive attitude during high-pressure situations.

Excellent analytical and troubleshooting skills are required. Candidate should be able to demonstrate technical excellence by applying engineering principles to solve complex problems.

Ability to work holidays and weekends as part of an on-call rotation is required.

Candidate must be a team player with a strong desire to work at a rapidly-growing startup and make it a success.

B.S in Computer Science or other equivalent technology required (M.S preferred)

Benefits

Medical, dental, vision

401k Retirement Plan

Unlimited Paid Time Off

Catered lunch (everyday), snacks, and drinks

Gym reimbursement

Employee referral bonus program

Awesome coworkers

Maternity and paternity plans

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