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Incident Manager



São Paulo, SP, Brazil
Posted on Tuesday, July 9, 2024

The standard work schedule for this position is Wednesday through Sunday.

At Databricks, an Incident Manager utilizes their technical experience and resourcefulness to lead urgent customer situations to resolution. Responsible for managing frequent, high-quality updates to all internal and external stakeholders, Incident Managers advocate with engineering and leadership, on behalf of their customers, to ensure that escalations are handled with the appropriate level of urgency from stakeholders.

The impact you will have:

  • Drive critical customer escalations or widespread outages to conclusion and resolution.
  • Escalate to on-call resources in support and engineering 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 and outages.
  • Compile and deliver frequent high-quality communications to internal and external stakeholders, including executive staff. Candidate should be comfortable creating concise and effective messaging that is tailored to a technical or executive audience with minimal assistance from others.
  • Commence and lead war rooms while establishing other temporary communication channels as warranted for the duration of an outage.
  • Ability to multi-task on several incidents and/or projects at once.
  • Be a leader who identifies product and process improvements from every incident and submits necessary feedback for improvements.
  • Participate in on-call rotations.

What we look for:

  • Minimum 3 years of experience in customer support, support escalation and incident management is required.
  • Enjoy working under pressure in a fast and high performance environment.
  • Work with a high degree of integrity, accountability, attention to detail, execution and planning expertise.
  • Excellent contextual interpretation and writing skill with an effective ability to summarize and communicate to technical and business audiences is required.
  • Demonstrates strong ability to make timely decisions for both business and technical perspectives.
  • Candidate must demonstrate resilience and the capacity to maintain a constructive attitude during high-pressure situations.
  • Excellent analytical and troubleshooting skills are required. Candidate should be able to demonstrate technical excellence by applying engineering principles to solve complex problems.
  • Minimum 3 years of experience in designing or testing or maintaining Python/Java/Scala-based applications in typical project delivery and consulting environments is required.
  • Hands-on experience developing any two or more of the following: Big Data, Hadoop, Spark, Machine Learning, Artificial Intelligence, Streaming, Kafka, Data Science, ElasticSearch related industry use cases at the production scale.
  • Hands-on experience in the performance tuning/troubleshooting of Spark-based applications at production scale.
  • Proven and real-time experience in JVM and Memory Management techniques such as Garbage collection and Heap/Thread Dump Analysis is required.
  • Ability to work holidays and weekends as part of an on-call rotation is required.
  • Working knowledge in Data Lakes and preferably on the SCD types use cases at production scale.
  • Working and hands-on experience with any SQL-based databases, Data Warehousing/ETL technologies like Informatica, DataStage, Oracle, Teradata, SQL Server and MySQL
  • Linux/Unix administration skills and hands-on experience with AWS or Azure or GCP is required.


  • Private Medical Insurance
  • Private Life Insurance
  • Equity Awards
  • Paid Parental Leave
  • Fitness Reimbursement
  • Annual Career Development Fund
  • Home Office/Work Headphone Reimbursement
  • Business Travel Accident Insurance

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.

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.


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.