CSQ226R196
As Director of Escalation Management, you will build and manage a global team of Technical Escalation Managers focused on coordinating the effort to resolve customer-impacting situations and major incidents. Your team will collaborate with multiple internal teams (Engineering, Product Management, Field Engineering, and Support) to effectively solve these situations and produce customer-facing RCA documents.
At Databricks, the Technical Escalation Manager utilizes his/her technical experience and resourcefulness to lead urgent customer situations to a conclusion. They are responsible for managing frequent, high-quality updates to all internal and external stakeholders; they advocate with support, field, engineering, and leadership on behalf of their customers by ensuring incidents are handled with the appropriate level of urgency from stakeholders.
The impact you will have here:
- Build and manage a global team (24/7) of Technical Escalation Managers
- Identify and implement process improvements to meet or exceed team performance KPIs
- Establish training plans and foster subject-matter expertise within the team
- Drive escalations and establish cross-functional collaboration to manage and resolve issues.
- Serve as a player-coach and provide technical leadership to the team
- Prioritize and manage escalations or product outages effectively
- Define quarterly goals and track their completion to drive team growth and personal development
- Contribute toward improving processes and guidelines to improve the operational efficiencies of the team.
- Demonstrate a true sense of ownership and coordinate action items with Engineering and Escalation teams to resolve customer issues in a timely manner.
- Participate in weekend on-call rotations
What are we looking for?
- Should have been a manager of a global team for at least 2 years
- Proven experience working with Cloud native applications / SaaS (AWS, Azure, GCP), or big data platforms in a technical capacity.
- Proven experience working with big data (Platform, Kafka, Hadoop), Cloud (AWS, Azure, GCP), or Data Science platforms in a technical capacity.
- Demonstrated experience in escalation management.
- Excellent analytical and troubleshooting skills.
- Excellent contextual interpretation and writing skills, as well as an effective ability to summarize and communicate to technical and business audiences, are required.
- A team-oriented attitude and a high degree of comfort working in a startup environment.
- BE/B.Tech/MS in Computer Science or equivalent is required.
Pay Range Transparency
Databricks is committed to fair and equitable compensation practices. The pay range(s) for this role is listed below and represents the expected salary range for non-commissionable roles or on-target earnings for commissionable roles. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to job-related skills, depth of experience, relevant certifications and training, and specific work location. Based on the factors above, Databricks anticipates utilizing the full width of the range. The total compensation package for this position may also include eligibility for annual performance bonus, equity, and the benefits listed above. For more information regarding which range your location is in visit our page here.
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. To learn more, follow Databricks on Twitter, LinkedIn and Facebook.
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.
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