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Salary: USD 104,000 - 138,000 / annual
Datadog's Incident and Escalation Management (IEM) team is seeking a Senior Incident and Escalations Manager to join the Global Support Engineering organization. This individual contributor role focuses on improving customer experience during critical incidents and escalations.
You will drive incidents and escalations to resolution from triage through completion, independently coordinating cross-functional stakeholders across support, engineering, and product teams. You'll own customer and internal communications during active incidents, including sensitive, large-scale, and publicly visible events, tailoring messaging for different audiences.
Key responsibilities include:
- Triaging and managing complex incidents and escalations, making prioritization and response strategy decisions
- Owning real-time communications with customers and internal teams throughout incident lifecycle
- Leading operational improvement projects for incident detection, management, and communication processes
- Creating and maintaining incident documentation, runbooks, and training materials
- Conducting post-incident retrospectives to drive durable process improvements
- Mentoring peers on incident management best practices and contributing to hiring
- Designing proactive monitoring of customer infrastructure to surface risks before escalation
- Identifying recurring cloud infrastructure and product issues, partnering with Engineering to reduce recurrence
Datadog is a leading observability and security platform trusted by Fortune 500 companies and high-growth AI leaders. The role operates in a hybrid environment with offices in Denver and San Francisco.
Requirements:
- 5+ years of professional experience in incident management and customer escalations, with demonstrable ownership of complex incidents and critical customer situations; SaaS, cloud, or observability experience preferred
- 2+ years of hands-on technical experience at a software or cloud company (Support Engineering, Site Reliability Engineering, Solutions Architecture, or similar)
- Strong familiarity with cloud computing and modern software architectures; scripting ability in Python, JavaScript, or shell is a plus
- Ability to correlate system behaviors, assess impact, and make sound decisions under high-pressure and ambiguous situations
- Experience independently coordinating cross-functional stakeholders and driving complex incidents to resolution
- Experience driving projects from conception through delivery with strong problem-solving skills
- Strong written and verbal English communication skills for both technical and customer-facing audiences
- Bachelor's degree in Computer Science, Information Science/Technology, Engineering, or equivalent practical experience
