Senior Incident and Escalations Manager

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. IEM exists to continuously improve Datadog's overall customer experience during incidents and other critical moments. We're looking for experts with a background in incident management and escalation handling to provide fast incident response, clear ownership, and calm, confident communication for our global customer base.

What it asks for · 9

• 8+ years of related professional experience, including at least 4 years of experience in incident management and customer escalations, with demonstrable ownership of major, high-impact incidents and business-critical customer escalations in SaaS, cloud, observability, or similarly complex software environments
• Significant experience in a hands-on technical role at a software or cloud company, such as Support Engineering, Site Reliability Engineering, Solutions Architecture, or a similar technical function
• Strong understanding of cloud computing, distributed systems, and modern software architectures, with the ability to reason across multiple technical domains and system dependencies; scripting ability in Python, JavaScript, or shell is a plus
• Demonstrated ability to lead through ambiguity during high-pressure, high-visibility situations, evaluate complex technical and business factors, and determine an effective incident or escalation strategy
• Experience operating as the sole or most senior incident responder in a region or timezone — making consequential decisions without an in-hours escalation path, and working effectively with customers and internal teams across different cultures and working norms.
• Experience identifying systemic patterns across incidents or escalations and translating them into operational, process, or technical improvements that reduce recurrence
• Proven experience driving complex, cross-functional projects from conception through delivery and influencing improvements beyond your immediate area of ownership
• Exceptional written and verbal English communication skills, with the judgment to communicate effectively with technical teams, customers, and senior stakeholders during sensitive situations
• Bachelor's degree in Computer Science, Information Science/Technology, Engineering, or equivalent practical experience

Degree language

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

Tools and skills named

Words the posting leans on

• incident17×
• escalation13×
• customer12×
• experience8×
• technical8×
• engineering7×
• response6×
• communication5×
• complex5×
• ownership5×
• situations5×
• iem4×
• lead4×
• cloud3×
• global3×
• improvements3×

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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