Cloud Infrastructure Incident Manager

2 weeks ago

Sydney, New South Wales, Australia Datadog Full time

This role is a fantastic opportunity to join the Incident and Escalation Management team at Datadog, a leading company in AU.

The team's purpose is to continuously improve Datadog's overall customer experience during incidents and critical moments. As a member of the GSE organization, you will play a key role in providing fast incident response and stakeholder ownership.

Key Responsibilities:

  1. Drive the resolution of incidents and escalations impacting customers.
  2. Provide incident and escalation response and/or management for customers.
  3. Design and implement real-time and proactive monitoring of customer's infrastructures.
  4. Prioritize, manage, and own customer issues from start to finish.
  5. Monitor and manage communications during incidents.
  6. Collaborate with stakeholders across Datadog and its partners worldwide to enhance customer experience.
  7. Lead projects to deliver operational improvements as Datadog evolves.
  8. Create and review documentation as well as incident and escalation training.
  9. Identify and troubleshoot recurring cloud infrastructure issues.
  10. Hire and mentor stakeholders and peers in incident and escalation management.

Requirements:

  • 3+ years demonstrable Incident Manager experience (escalations is a plus).
  • 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.
  • 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.

What We Offer:

  • 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.

We value diversity and welcome applications from all qualified candidates. If you're passionate about technology and want to grow your skills, we encourage you to apply.

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