Incident Manager

Summary

Join Cockroach Labs as an Incident Manager and oversee the resolution of incidents across various environments. You will manage the full lifecycle of incidents, lead response efforts, conduct root cause analyses, and improve incident management processes. This founding role offers the opportunity to shape the future of incident management at Cockroach Labs. You will collaborate with cross-functional teams, communicate effectively with stakeholders, and provide rotational on-call support. The role requires a Bachelor's degree or equivalent experience, along with several years of experience in incident management and a technical role. Strong analytical, problem-solving, and communication skills are essential.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, a related field, or equivalent work experience
• 2+ years of experience in Incident Management, including leadership of high-severity incidents
• 7+ years of experience in a technical role
• Proficiency in troubleshooting techniques and problem-solving in a global 24x7x365 environment
• Strong analytical and problem-solving skills, with the ability to conduct thorough root cause analysis
• Excellent verbal and written communication skills, with the ability to convey complex information clearly to both technical and non-technical stakeholders
• Scripting skills in Bash, JavaScript, Python, or equivalent languages, with the ability to develop scripts and tools to enhance problem management processes
• Willing to be flexible with working hours depending on the needs of the business

Responsibilities

• Manage the full lifecycle of incidents from identification through resolution, ensuring adherence to established incident management protocols across various mediums including cloud-hosted and fleet-wide incidents, customer-hosted cluster incidents, and security incidents
• Lead and coordinate response efforts across various teams to ensure timely and effective incident resolution
• Act as an escalation point for critical incidents and assist in leading crisis response processes as required
• Drive root cause investigations for high impact/high visibility issues
• Manage communications tailored to both technical and non-technical audiences, including internal and external, customer-facing stakeholders, about incident status, impact, and resolution progress
• Conduct post-incident reviews with cross-functional teams, identifying actionable insights and process optimizations
• Monitor, evaluate, and report on incident management programs, identifying trends and areas for improvement
• Assist in the design and implementation of new processes and procedures to handle business growth and maturation
• Provide rotational on-call support (24x7x365) to ensure incidents are handled promptly and effectively

Preferred Qualifications

• Proven ability to lead incident response calls confidently, driving toward resolution and minimizing downtime
• Strong interpersonal and influencing skills to collaborate effectively across teams without direct authority
• Strong understanding of IT service management principles and incident management best practices
• Experience with Incident Management software
• Familiarity with leading investigations in an enterprise environment
• Regulatory clearance to work in a regulated environment, with a strong understanding of compliance requirements and adherence to regulatory standards
• Experience with security and compliance related incident response
• Working knowledge and applied skills in ITIL, Change, Incident and Problem Management
• ITIL certification
• Technical certifications

Benefits

• Stock Options
• Medical Insurance
• Vision Insurance
• Dental Insurance
• Life and Disability Insurance
• Professional Development Funds
• Flexible Time Off
• Paid Holidays
• Paid Sick Days
• Paid Parental Leave
• 401(k) Plan
• Mental Wellbeing Benefits
• Hybrid work model