Incident and Escalation Manager

2 months ago

Sydney, Australia Datadog Full time

The Incident and Escalation Management team (IEM) is part of Datadog's Global Support Engineering (GSE) organization. The purpose of IEM is to continuously improve Datadog's overall customer experience during incidents and critical moments. Datadog Global Support Engineering (GSE) is looking for experts with a background in Incident Management and Escalations handling to join our team to provide fast incident response and stakeholder ownership. In this position, you will play a role in providing communication, technical engagement and incident management for our global customers. You will also implement processes based on the lessons learned from each incident to limit further occurrence.
- At Datadog, we place value in our office culture - the relationships and collaboration it builds and the creativity it brings to the table. We operate as a hybrid workplace to ensure our Datadogs can create a work-life harmony that best fits them._

**What You'll Do**:

- Drive the resolution of incidents and escalations impacting customers
- Provide incident and escalation response and/or management for 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

Who You Are:

- 3+ years demonstrable Incident Manager experience (escalations is a plus)
- 1+ year of experience in Support, Network, Solutions Architecture, or similar IT role
- Someone with a Bachelor's degree in Computer Science, Information Science/Technology, Engineering or equivalent experience
- Familiar with Cloud computing, experience with Python, JavaScript or Shell scripting
- Able to correlate behaviors based on known interdependencies
- Experienced driving projects from conception to delivery, demonstrated problem-solving experience, and ability to work in challenging fast-paced environments
- Datadog values people from all walks of life. We understand not everyone will meet all the above qualifications on day one. That's okay. If you're passionate about technology and want to grow your skills, we encourage you to apply._

**Benefits and Growth**:

- 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
- Benefits and Growth listed above may vary based on the country of your employment and the nature of your employment with Datadog._

**About Datadog**:
Datadog (NASDAQ: DDOG) is a global SaaS business, delivering a rare combination of growth and profitability. We are on a mission to break down silos and solve complexity in the cloud age by enabling digital transformation, cloud migration, and infrastructure monitoring of our customers' entire technology stacks. Built by engineers, for engineers, Datadog is used by organizations of all sizes across a wide range of industries. Together, we champion professional development, diversity of thought, innovation, and work excellence to empower continuous growth. Join the pack and become part of a collaborative, pragmatic, and thoughtful people-first community where we solve tough problems, take smart risks, and celebrate one another. Learn more about #DatadogLife on Instagram, LinkedIn, and Datadog Learning Center.

**Equal Opportunity at Datadog**:
**Your Privacy**:

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