Datadog is the leading observability and security platform for the AI era, providing unified visibility across the technology stack.
About the team
The Incident and Escalation Management team (IEM) is part of Datadog's Global Support Engineering (GSE) organization, focused on improving customer experience during incidents and critical moments.
Responsibilities
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
Lead projects to deliver operational improvements
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
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
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
Conditions
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
Inclusive company culture, opportunity to join Community Guilds