Cloudera

Critical Incident Manager

Cloudera
101 5th Ave, New York, NY 10003, USA
Full-TimeDepends on ExperienceMid-LevelBachelors
Job Description

Responsible for end to end escalation management across all products in the Cloudera portfolio. Maintains a "closed-loop" communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status. Coordinates activities with Account Personnel from Sales, Solution Architects and Customer Service to ensure all customer needs are met. Acts as point of escalation for front line issues and concerns on specific problems relating to assigned division or country and is responsible for ensuring follow up and fault resolution. Identifies and facilitates the route of all technical queries and problem resolution from the customer / field to Cloudera Technical Support and Engineering. Advises senior management of any developments and action plans. Generates support plans to resolve moderately complex service related problems. Integrates customer and Cloudera business requirements with technical requirements to determine best course of action when resolving customer issue.

Where is this job?
This job is located at 101 5th Ave, New York, NY 10003, USA
Job Qualifications

  • The ability to create and present technical case post-mortem/RCA, executive summary documents

  • Must be a proactive self-starter who is ready to learn a lot from a lot of smart people and be humble enough to ask for help

  • A positive attitude towards feedback and continual improvement

  • Prior enterprise support or management experience in a technical environment strongly preferred

Required Skills

  • MS Word

  • Customer Service skills

  • Time Management Skills

  • MS Excel skills

  • Analytical skills (data driven)

Soft Skills

  • Verbal communication

  • written communication

  • Flexibility/Adaptability

  • Detail Oriented and Organized

  • Multi tasker

  • Driven for excellence

Compensation

According to JobzMall, the average salary range for a Critical Incident Manager in 101 5th Ave, New York, NY 10003, USA is $58,000 to $87,000.

Additional Information
Cloudera is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
Required LanguagesEnglish
Job PostedAugust 5th, 2021
Apply BeforeMay 22nd, 2025
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About Cloudera

Cloudera, Inc. is a US-based software company that provides a software platform for data engineering, data warehousing, machine learning and analytics that runs in the cloud or on premises.

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