Incident Manager

Join Databricks as an Incident Manager

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 Engineering and 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 Director of Incident Response.

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. The 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 multitask 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 we are 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.

About Databricks

Databricks is the data and AI company. More than 10,000 organizations worldwide — including Comcast, Condé Nast, Grammarly, and over 50% of the Fortune 500 — rely on the Databricks Data Intelligence Platform to unify and democratize data, analytics and AI. Databricks is headquartered in San Francisco, with offices around the globe and was founded by the original creators of Lakehouse, Apache Spark™, Delta Lake and MLflow.

Benefits

At Databricks, we strive to provide comprehensive benefits and perks that meet the needs of all of our employees. For specific details on the benefits offered in your region, please visit https://www.mybenefitsnow.com/databricks.

Our Commitment to Diversity and Inclusion

At Databricks, we are committed to fostering a diverse and inclusive culture where everyone can excel. We take great care to ensure that our hiring practices are inclusive and meet equal employment opportunity standards. Individuals looking for employment at Databricks are considered without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other protected characteristics.

Compliance

If access to export-controlled technology or source code is required for performance of job duties, it is within Employer's discretion whether to apply for a U.S. government license for such positions, and Employer may decline to proceed with an applicant on this basis alone.