Incident Manager

Location: United States; open to remote or hybrid. This role is subject to FedRAMP requirements.
P-364

Databricks Global Support Engineering team is looking for an Incident Manager. As an Incident Manager you will utilize your technical experience and resourcefulness to lead urgent customer situations to conclusion. You will be responsible for managing frequent, high-quality updates to all internal and external stakeholders.You will advocate with the engineering and the leadership on behalf of your customers and will ensure that escalations are handled with the appropriate level of urgency from stakeholders. You will be reporting to the Sr. Director of Escalations.

The impact you will have:

• 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.

What are we looking for:

• Minimum 3 years of experience in customer support, support escalation, and incident management.
• Minimum 3 years of experience in designing, testing, or maintaining Python/Java/Scala-based applications in project delivery and consulting environments.
• Prior incident management or escalation management experience.
• Hands-on experience with two or more of the following technologies at production scale: Big Data, Hadoop, Spark, Machine Learning, Artificial Intelligence, Streaming, Kafka, Data Science, ElasticSearch.
• Hands-on experience in performance tuning/troubleshooting of Spark-based applications at production scale.
• Working knowledge in Data Lakes, preferably on SCD types use cases at production scale.
• Working and hands-on experience with SQL-based databases, Data Warehousing/ETL technologies like Informatica, DataStage, Oracle, Teradata, SQL Server, and MySQL.
• Linux/Unix administration skills and hands-on experience with AWS, Azure, or GCP.
• Proven experience in JVM and Memory Management techniques such as Garbage collections, Heap/Thread Dump Analysis.
• Strong analytical, troubleshooting, and technical problem-solving skills, demonstrating technical excellence.
• Work with integrity, accountability, attention to detail, and expertise in execution and planning.
• Excellent contextual interpretation, writing skills, and ability to communicate effectively to technical and business audiences.
• Demonstrates the ability to make timely decisions from both business and technical perspectives.
• Thrives in high-pressure, fast-paced environments, showing resilience and maintaining a constructive attitude.
• Ability to work holidays and weekends as part of an on-call rotation.
• Bachelor's degree in Computer Science or a related field.

Benefits

• Comprehensive health coverage including medical, dental, and vision
• 401(k) Plan
• Equity awards
• Flexible time off
• Paid parental leave
• Family Planning
• Gym reimbursement
• Annual personal development fund
• Work headphones reimbursement
• Employee Assistance Program (EAP)
• Business travel accident insurance
• Mental wellness resources