Incident and Escalation Manager

April 15

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DDN

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DDN is a global leader in AI data intelligence solutions, providing high-performance computing and sophisticated data management technologies. With a focus on accelerating AI deployments and advanced data analytics, DDN's products, including the Data Intelligence Platform and advanced storage systems, serve diverse sectors such as healthcare, financial services, and government. DDN is committed to transforming enterprise data infrastructure to leverage the full potential of AI and drive operational efficiency.

Artificial Intelligence • Data Storage • Machine Learning • Analytics • Enterprise AI

1001 - 5000 employees

Founded 1998

🤖 Artificial Intelligence

💰 $10M Funding Round on 2011-06

📋 Description

• The Incident and Escalation Manager (IEM) plays a critical role within DDN’s Global Services and Support (GSS) organization. • This senior-level position is responsible for managing high-impact customer incidents, executive-level escalations, and systemic problems in mission-critical environments. • As a trusted leader, the IEM brings calm to chaos, drives rapid resolution of issues, and ensures structured communication internally and externally. • This hybrid role merges operational command, technical insight, and continuous improvement — vital in supporting DDN’s cutting-edge storage solutions that power the world’s most advanced AI and HPC workloads. • Lead cross-functional incident response for high-severity issues across global enterprise and AI / HPC customer environments. • Serve as the Incident Commander, coordinating internal SMEs across Engineering, Product, and Support to drive rapid triage, mitigation, and resolution. • Facilitate robust Post-Incident Reviews (PIRs) and Root Cause Analysis (RCA) for all critical events.

🎯 Requirements

• 7+ years of experience in Incident Management, Escalation Management, Problem Management or Technical Operations in the high-tech or enterprise IT space. • Proven experience leading high-severity incidents and executive escalations in AI, HPC, or large-scale infrastructure environments. • Strong technical background with the ability to grasp complex systems and collaborate with Engineering teams under pressure. • Deep knowledge of ITIL frameworks, particularly around Incident, Problem, Change, and Escalation Management. • Exceptional communication skills with the ability to manage both technical details and executive-level updates. • Analytical thinker with strong data interpretation and reporting skills. • ITIL v3 or v4 Certification (preferred). • Familiarity with DDN technologies, parallel file systems (e.g. Lustre), or large-scale data platforms (preferred). • Background in managing customer-facing issues in a 24x7 support or cloud services model (preferred). • Understanding of software development lifecycle and modern DevOps practices (preferred).

🏖️ Benefits

• Equal Opportunity/Affirmative Action employer • All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, transgender, sex stereotyping, sexual orientation, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.