Senior Incident Manager

CSQ226R200📍 This role can be based anywhere in the United States. Standard working hours will follow the Pacific Time (PST) zone.

At Databricks, an Incident Manager utilizes their technical experience and resourcefulness to lead urgent customer situations to resolution. Responsible for managing frequent, high-quality updates to all internal and external stakeholders, Incident Managers advocate with engineering and leadership on behalf of their customers to ensure that escalations are handled with the appropriate level of urgency from stakeholders. 

This Incident Manager position also coordinates customer responses to security events, develops materials to prepare the field, and serves as a key escalation point for the Support organization.

Your impact at Databricks:

• Drive critical customer escalations or platform outages to conclusion and resolution.
• Escalate to on-call resources in support and engineering and establish checkpoint calls and action items to ensure timely progress and status updates.
• Demonstrate cross-functional leadership while establishing ownership of escalations and outages.
• Compile and deliver frequent, high-quality communications to internal and external stakeholders, including executive staff. Candidate should be comfortable creating concise and compelling messaging tailored to a technical or executive audience with minimal assistance from others.
• Lead war rooms while establishing other temporary communication channels as warranted during an outage.
• Guide our response to customer-impacting security incidents.
• Ability to multi-task on several incidents and/or projects at once.
• Be a leader who identifies product and process improvements from every incident and submits necessary feedback for improvements.
• Participate in on-call rotations.

What are we looking for?

• A minimum of 3 years of experience in customer support, support escalation, and incident management is required.
• A Minimum of 2 years of experience leading security incident response in a cloud environment
• Linux/Unix administration skills are required 
• Hands-on experience with AWS or Azure, or GCP 
• Working and hands-on experience with any SQL-based databases, Data Warehousing/ETL technologies like Informatica, DataStage, Oracle, Teradata, SQL Server and MySQL
• Working knowledge in Data Lakes and preferably on the SCD types use cases at the production scale.
• Thrive working under pressure in a fast and high performance environment.
• Work with high integrity, accountability, attention to detail, execution, and planning expertise.
• Excellent contextual interpretation and writing skills, as well as an effective ability to summarize and communicate to technical and business audiences, are required.
• Demonstrates strong ability to make timely business and technical decisions.
• Candidate must demonstrate resilience and the 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. 
• Bachelor's degree in Computer Science or a related field is required.