Database Incident & Escalation Manager

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

• 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.

Qualifications

Career Level - IC4

About Us

Only Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care. And with AI embedded across our products and services, we help customers turn that promise into a better future for all. Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives.

True innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing a workforce that promotes opportunities for all with competitive benefits that support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing accommodation-request_mb@oracle.com or by calling 1-888-404-2494 in the United States.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

Key skills/competency

• Incident Management
• Escalation Management
• Oracle RDBMS
• Database Concepts
• Stakeholder Communication
• Technical Problem Solving
• Process Improvement
• Crisis Management
• Cross-functional Coordination
• Executive Reporting