Remote Incident Manager

Summary

Join the Databricks Global Support Engineering team as an Incident Manager, utilizing technical experience and resourcefulness to lead urgent customer situations to conclusion.

Requirements

• 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

Responsibilities

• Drive critical customer escalations or widespread outages to conclusion and resolution
• 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
• 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