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Datadog's Incident and Escalation Management (IEM) team is part of Global Support Engineering (GSE) and focuses on continuously improving customer experience during critical incidents. You will drive incident resolution and escalation management for global customers, providing communication, technical engagement, and process improvements based on lessons learned.
Key Responsibilities:
- Drive resolution of incidents and escalations while managing customer response and communication
- Design and implement real-time and proactive monitoring of customer infrastructures
- Prioritize, manage, and own customer issues from start to finish
- Monitor and manage communications during incidents, including public and large-scale sensitive situations
- Collaborate with stakeholders across Datadog and partners worldwide to enhance customer experience
- Lead projects to deliver operational improvements as Datadog evolves
- Create and review documentation and incident/escalation training materials
- Identify and troubleshoot recurring cloud infrastructure issues
- Hire and mentor stakeholders and peers in incident and escalation management
Datadog operates as a hybrid workplace to support work-life harmony. The role is based in Dublin or Paris with flexibility in how you structure your time.
Requirements:
- 3+ years demonstrable Incident Manager experience (escalations experience 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 and 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 ability, and ability to work in challenging fast-paced environments
Datadog values diverse backgrounds and encourages applications from those passionate about technology even if you don't meet all qualifications on day one.
