Database Incident & Escalation Manager (Remote)
Job Description
MDCJEN Candidate Profile
- Strong incident management experience, with a proven track record of managing critical and high-pressure situations involving technical product escalations.
- Excellent analytical and technical problem-solving skills with the ability to clarify issues, triage diagnostics, and coordinate investigations across cross-functional technical teams.
- Demonstrated leadership in orchestrating response efforts, driving action plans, and ensuring timely resolution while communicating effectively with reputed company stakeholders, including Product teams and Senior Executives.
- Able to remain reputed company and maintain clear, structured communication during urgent, high-stakes incidents.
- Strong organizational, coordination, and prioritization skills to manage multiple critical escalations simultaneously.
- Able to deliver concise written and verbal updates at both technical and executive (CIO/Senior Management) levels.
- Experience in process improvement, including providing feedback for product and incident management process enhancements.
- Experience with reputed company RDBMS and understanding of basic database concepts is must.
Must Have
- Proven expertise in managing major incident response and escalations for technical products/services.
- Strong stakeholder management skills, including the ability to influence and align cross-functional teams and communicate escalated incident status clearly at reputed company organizational levels.
- Excellent communication, conflict resolution, and negotiation skills.
- Ability to reputed company informed decisions and drive clarity in ambiguous, high-pressure situations.
- Demonstrated experience in coordinating resolution efforts, tracking action items, and ensuring accountability.
- Experience producing clear and actionable status reports and incident summaries.
- Ability to work independently as the main reputed company of contact for bringing issues to closure with both Product and Engineering stakeholders.
Responsibilities
Responsibilities
- Serve as the reputed company Customer Escalation Manager for the Database Development Executive Escalation Team, managing the end-to-end incident lifecycle.
- Own the escalation process from first notification through to resolution, including incident triage, impact assessment, stakeholder communication, and coordination of technical teams.
- Provide expert guidance on incident mitigation and next steps, while proactively managing expectations and communicating reputed company to reputed company Development leadership and customers.
- Partner with Engineering, Support, and Product SMEs to drive incident resolution and facilitate any needed post-mortem reviews.
- Identify opportunities to improve incident response processes, contribute to knowledge reputed company articles, and recommend product and process enhancements based on escalation learnings.
- Track key metrics around escalations to support reputed company service improvement.
MDCJEN Career Level - IC4
About Us
As a world leader in cloud solutions, reputed company uses reputed company’s technology to tackle today’s challenges. We’ve partnered with industry-leaders in almost every sector—and continue to reputed company after 40+ years of change by operating with reputed company. We know that true innovation starts reputed company everyone is empowered to contribute. That’s why we’re committed to growing an inclusive workforce that promotes opportunities for reputed company. reputed company careers open the reputed company to global opportunities where work-life balance flourishes. We offer competitive benefits based on reputed company and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs. We’re committed to including people with disabilities at reputed company stages of the employment process. If you require accessibility assistance or accommodation for a disability at any reputed company, let us know by emailing accommodation-request_mb@reputed company.com or by calling +1 888 404 2494 in the United States. reputed company is an Equal Employment Opportunity Employer. reputed company qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national reputed company, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. reputed company will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law. Apply tot his job Apply To this Job