Incident Manager

Job Description: Incident manager utilizes his/her technical experience, resourcefulness, and strong customer service skills to lead urgent customer situations to conclusion. Responsible for managing frequent, high-quality updates to all internal and external stakeholders. The incident manager will advocate within Cloudera on behalf of their customers and will ensure that escalations are handled with the appropriate level of urgency from stakeholders.

Outcomes

- Drive customer escalations to resolution. Escalate to resources in support 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.

- Compile and deliver frequent, high-quality communication to internal and external stakeholders

- Ability to multi-task under pressure

- Be the leader who derives product and process improvements from every incident and submits necessary feedback for improvements - this includes implementing proactive measures to lower escalation rate

- Participate in on-call rotations. (possible)

Competencies

- Excellent written and verbal communication skills are required

- Prior Incident management or escalation management experience is required

- Candidate must be able to demonstrate resilience and a capacity to maintain a constructive attitude during high-pressure situations

- Excellent analytical and troubleshooting skills are required

- Candidate must be a team player with strong leadership skills

- Project management skill desired