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 all stakeholders, including Product teams and Senior Executives.
- Able to remain calm 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 Oracle 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 all organizational levels.
- Excellent communication, conflict resolution, and negotiation skills.
- Ability to make 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 point of contact for bringing issues to closure with both Product and Engineering stakeholders.
Responsibilities
Responsibilities
- Serve as the lead 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 progress to Oracle 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 base articles, and recommend product and process enhancements based on escalation learnings.
- Track key metrics around escalations to support continuous service improvement.
MDCJEN Career Level - IC4
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