Sr. Incident Manager

P-1485

At Databricks we are passionate about empowering data teams to tackle the worlds most challenging problems from bringing the next mode of transportation to reality to accelerating the development of medical breakthroughs. We achieve this by building and operating the worlds best data and AI infrastructure platform enabling our customers to leverage deep data insights and enhance their business. Founded by engineers and customer-obsessed we leap at every opportunity to tackle technical challenges from designing next-gen UI / UX for interfacing with data to scaling our services and infrastructure across millions of virtual machines. And were only getting started.

As a Sr. SRE (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 engineering and leadership on behalf of your customers and will ensure that escalations are handled with the appropriate level of urgency from stakeholders.

This role combines operational leadership technical systems knowledge and exceptional communication skills. You will be at the intersection of engineering depth and operational clarity ensuring that every major incident is managed with precision transparency and continuous improvement.

The impact :

• 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 5 years of experience in customer support support escalation and incident management is required.

Required Experience :

Manager

Key Skills

Restaurant Experience,Customer Service,Employee Evaluation,Management Experience,Math,Employment & Labor Law,Sanitation,Leadership Experience,P&L Management,Mentoring,Supervising Experience,Restaurant Management

Employment Type : Full Time

Experience : years

Vacancy : 1