Incident and Escalation Manager, EMEA

About the role

The Incident and Escalation Management (IEM) team sits within Datadog's Global Support Engineering organization and aims to improve the customer experience during incidents and critical moments. As Incident and Escalation Manager you will provide communication, technical engagement and incident management for global customers, implement processes based on lessons learned from each incident, and work in a hybrid workplace.

Key responsibilities

• Drive the resolution of incidents and escalations, responding to and managing customers
• Design and implement real-time, proactive monitoring of customer infrastructure
• Prioritize, manage and own customer issues from start to finish
• Monitor and manage communications, sometimes public and sensitive, during incidents
• Collaborate with stakeholders across Datadog and its partners worldwide
• Lead projects delivering operational improvements as Datadog evolves
• Create and review documentation and incident and escalation training
• Identify and troubleshoot recurring cloud infrastructure issues
• Hire and mentor stakeholders and peers in incident and escalation management

Required profile

• 3+ years of demonstrable Incident Manager experience (escalations a plus)
• 1+ year in Support, Network, Solutions Architecture or a similar IT role
• Bachelor's degree in Computer Science, Information Science/Technology, Engineering or equivalent experience
• Experience driving projects from conception to delivery, problem solving and working in fast-paced environments

Required skills

• Familiarity with cloud computing
• Experience with Python, JavaScript or shell scripting
• Ability to correlate behaviors based on known interdependencies

What we offer

• New hire stock equity (RSU) and employee stock purchase plan (ESPP)
• Professional development, product training and career pathing
• Intra-departmental mentor and buddy program
• Community Guilds and generous global benefits