Datadog is looking for an Incident and Escalations Manager to join our Global Support Engineering (GSE) organization. You will be part of the Incident and Escalation Management (IEM) team, where your primary mission is to continuously improve the customer experience during incidents and critical moments. You will do this by providing fast response, driving stakeholder ownership, and implementing processes to limit recurrence.
What You'll Do
- Drive the resolution of incidents and escalations while providing response and/or management to customers.
- Design and implement real-time and proactive monitoring of customer's infrastructures.
- Prioritize, manage, and own customer issues from start to finish.
- Monitor and manage communications (sometimes public, sensitive and large scale) during incidents.
- Collaborate with stakeholders across Datadog and its partners worldwide to enhance customer experience.
- Lead projects to deliver operational improvements as Datadog evolves.
- Create and review documentation as well as incident and escalation training.
- Identify and troubleshoot recurring cloud infrastructure issues.
- Hire and mentor stakeholders and peers in incident and escalation management.
What We're Looking For
- 3+ years demonstrable Incident Manager experience.
- 1+ year of experience in Support, Network, Solutions Architecture, or similar IT role.
- Bachelor’s degree in Computer Science, Information Science/Technology, Engineering or equivalent experience.
- Familiarity with Cloud computing.
- Ability to correlate behaviors based on known interdependencies.
- Experience driving projects from conception to delivery, demonstrated problem-solving experience, and ability to work in challenging fast-paced environments.
Nice to Have
- Experience with escalations handling is a plus.
Technical Stack
- Python
- JavaScript
- Shell scripting
Team & Environment
You will be part of Datadog's Global Support Engineering (GSE) organization, specifically the Incident and Escalation Management (IEM) team.
Benefits & Compensation
- New hire stock equity (RSU) and employee stock purchase plan (ESPP).
- Continuous professional development, product training, and career pathing.
- Intra-departmental mentor and buddy program for in-house networking.
- An inclusive company culture, opportunity to join our Community Guilds.
- Generous global benefits.
Work Mode
This is a hybrid position.
Datadog is proud to offer equal employment opportunity to everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, and other characteristics protected by law.
