Incident and Escalation Manager, EMEA

The shape of it

In the posting’s own words

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 it asks for · 6

• 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
• Familiarity with Cloud computing, experience with Python, JavaScript or shell scripting
• 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

What the job covers

• 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

Degree language

• Bachelor’s degree in Computer Science, Information Science/Technology, Engineering or equivalent experience

Tools and skills named

Words the posting leans on

• incident11×
• experience8×
• customer6×
• escalation6×
• management5×
• stakeholders3×
• cloud2×
• communication2×
• create2×
• customer experience2×
• engineering gse2×
• escalation management2×
• global support2×
• iem2×
• implement2×
• incident management2×

Counted from the posting after the mission statement and the legal notices are set aside. The ones near the top are the ones a screener is looking for.

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