Incident and Escalation Manager
Incident and Escalation Manager
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Overview
This is an incredible opportunity to be part of a company that has been at the forefront of AI and highperformance data storage innovation for over two decades. DataDirect Networks (DDN) is a global market leader renowned for powering many of the worlds most demanding AI data centers in industries ranging from life sciences and healthcare to financial services autonomous cars Government academia research and manufacturing.
DDNs A3I solutions are transforming the landscape of AI infrastructure. IDC
The real differentiator is DDN. I never hesitate to recommend DDN. DDN is the de facto name for AI Storage in high performance environments Marc Hamilton VP Solutions Architecture & Engineering NVIDIA
DDN is the global leader in AI and multicloud data management at scale. Our cuttingedge data intelligence platform is designed to accelerate AI workloads enabling organizations to extract maximum value from their data. With a proven track record of performance reliability and scalability DDN empowers businesses to tackle the most challenging AI and dataintensive workloads with confidence.
Our success is driven by our unwavering commitment to innovation customercentricity and a team of passionate professionals who bring their expertise and dedication to every project. This is a chance to make a significant impact at a company that is shaping the future of AI and data management.
Our commitment to innovation customer success and market leadership makes this an exciting and rewarding role for a driven professional looking to make a lasting impact in the world of AI and data storage.
Job Description
The Incident and Escalation Manager (IEM) plays a critical role within DDNs Global Services and Support (GSS) organization. This seniorlevel position is responsible for managing highimpact customer incidents executivelevel escalations and systemic problems in missioncritical 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 DDNs cuttingedge storage solutions that power the worlds most advanced AI and HPC workloads.
Key Responsibilities
Incident & Escalation Leadership
- Lead crossfunctional incident response for highseverity issues (e.g. system outages critical performance degradation) 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.
- Own and manage customer case and account escalations involving complex technical operational or service challenges.
- Provide realtime updates to executive stakeholders and customer leadership through bridge calls case notes and formal summaries.
Root Cause & Problem Management
- Facilitate robust PostIncident Reviews (PIRs) and Root Cause Analysis (RCA) for all critical events.
- Identify systemic gaps and ensure longterm corrective and preventative actions are implemented.
- Maintain and update Known Error records to support rapid future issue recognition and response.
Continuous Service Improvement
- Collaborate with Incident Escalation and Engineering teams to reduce incident recurrence and improve support processes.
- Lead and contribute to proactive programs focused on tooling process automation and datadriven service delivery.
- Analyze incident and escalation trends presenting actionable insights to improve product reliability and customer experience.
Customer Advocacy
- Act as a key customer champion during critical situations ensuring transparency accountability and empathy.
- Restore customer confidence in DDN through ownership technical insight and clear communication.
- Provide voiceofcustomer insights to Product and Engineering teams to drive product enhancements.
Qualifications
- 10 years of experience in Incident Management Escalation Management Problem Management or Technical Operations in the hightech or enterprise IT space.
- Proven experience leading highseverity incidents and executive escalations in AI HPC or largescale 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 executivelevel updates.
- Analytical thinker with strong data interpretation and reporting skills.
Preferred
- ITIL v3 or v4 Certification.
- Experience with tools such as Salesforce Jira Confluence and monitoring platforms.
- Familiarity with DDN technologies parallel file systems (e.g. Lustre) or largescale data platforms.
- Background in managing customerfacing issues in a 24x7 support or cloud services model.
- Understanding of software development lifecycle and modern DevOps practices.
Additional Expectations
- Availability for oncall rotations including weekend and holiday support when required.
- Ability to work across time zones and lead global teams in realtime incidents.
- Comfortable in highpressure customerfacing situations with strong decisionmaking capabilities.
DDN
DDN has a very strong orientation towards these 4 characteristics and any successful employee will demonstrate these capabilities:
SelfStarter Takes independent action to identify and solve problems. Seeks out relevant information needed to make decisions. Gets involved with new initiatives.
Success/Achievement Orientation Delivers quality results consistently. Targets achieves (or exceeds) measurable results. Sets challenging goals focuses on critical priorities and is accountable.
Problem Solving Recognizes problems and responds with a systematic assessment that identifies and addresses cause of issue. Practical realistic and resourceful.
Innovative Builds and improves key business processes that enhance the effectiveness of DDN. Generates new ideas challenges the status quo and solves problems creatively.
DataDirect Networks Inc. is an 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.
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
- Compliance Management
- Administrative Functions
- Oversight
- Administrative Activities
- Administrative Tasks
- Budget Preparation
- Facilities Management
- Daily Operations
- Account Management
- General Ledger Accounts
- Personnel Files
- Administrative Management
- Financial Statements
- Administrative Operations
- Annual Budget
