Description
The Role
As an Incident Manager at Cockroach Labs, you will lead the coordination and resolution of incidents across internal systems, CockroachDB Cloud, customer-hosted environments, and security/compliance events in the NA region. You will drive structured response efforts, partner with cross-functional teams to identify root causes, and help prevent recurrence in an environment where the pace is fast and the bar is high.
Responsibilities
- Manage the full lifecycle of incidents from detection through resolution, ensuring adherence to established incident management processes.
- Lead and coordinate cross-functional response efforts to drive timely and effective incident resolution.
- Declare and escalate high-severity incidents, mobilizing appropriate stakeholders and leadership as needed.
- Serve as an escalation point for critical incidents and support crisis response activities.
- Lead structured root cause analysis and post-incident reviews, ensuring actionable follow-up items are identified.
- Track corrective actions to completion to reduce repeat incidents.
- Provide clear, timely communication to technical and non-technical stakeholders, including customer-facing updates when required.
- Contribute to incident metrics tracking (e.g., MTTR, MTTD, recurrence) and support reporting on trends and areas for improvement.
- Support ongoing improvements to incident management processes, documentation, and tooling.
- Participate in a rotational on-call schedule to ensure 24x7 coverage for high-severity incidents.
Expectations
In your first 30 days, you will familiarize yourself with CockroachDB, our customers, and our company. We will provide some self-guided onboarding with reading and hands-on material to familiarize yourself with the company and some of the responsibilities of the role. During this period, you will also start to get acquainted with our incident management protocols and tools, and begin shadowing incident response activities to observe and learn from other team members with an eye to future improvements and optimizations.
After 3 months, you will be integrated into the company and will be familiar with the various systems we use. You will be able to manage incidents from both internal and customer environments and will be actively contributing to the Incident Management program. You will be leading incident response efforts, conducting root cause analyses, and participating in post-incident reviews.