Incident Manager - West/Central US

March 19

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Cockroach Labs

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Cockroach Labs is a company behind CockroachDB, a cloud-native, distributed SQL database engineered for high availability, effortless scaling, and precise control over data placement. CockroachDB is designed to tackle database bottlenecks by eliminating manual sharding and enabling horizontal scaling as workload volumes increase. It supports standard SQL and ACID-compliant transactions, making it reliable for transaction-heavy workloads. CockroachDB is known for its multi-region and multi-cloud deployments, thus ensuring high availability, data consistency, and low-latency experiences across different cloud environments. The database is trusted by enterprises for mission-critical applications such as payment systems, identity access management, logistics, and user account management. It features a secure, fully managed cloud platform that simplifies database operations, reduces manual management efforts, and facilitates seamless migrations, providing businesses with superior performance and operational flexibility.

Open Source • Distributed Database • Transactional • RDBMS • SQL

201 - 500 employees

Founded 2015

☁️ SaaS

🏢 Enterprise

💰 $278M Series F on 2021-12

📋 Description

• As an Incident Manager at Cockroach Labs, you will oversee the resolution of all types of incidents across internal, hosted cloud, on-premises customer environments, and security/compliance areas. • Your responsibilities will include owning incident escalations, documenting processes, maintaining clear communication with customers and stakeholders, and collaborating with cross-functional teams to identify root causes and implement strategies to prevent future incidents. • 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.

🎯 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. • 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 • And more!