Incident and Escalation Manager, EMEA

The Incident and Escalation Management team (IEM) is part of Datadog's Global Support Engineering (GSE) organization. The purpose of IEM is to continuously improve Datadog's overall customer experience during incidents and critical moments. Datadog Global Support Engineering (GSE) is looking for experts with a background in Incident Management and Escalations handling to join our team to provide fast incident response and stakeholder ownership. In this position, you will play a role in providing communication, technical engagement and incident management for our global customers. You will also implement processes based on the lessons learned from each incident to limit further occurrence. At Datadog, we place value in our office culture - the relationships and collaboration it builds and the creativity it brings to the table. We operate as a hybrid workplace to ensure our Datadogs can create a work-life harmony that best fits them.What You’ll Do:Drive the resolution of incidents and escalations while providing response and/or management to customersDesign and implement real-time and proactive monitoring of customer's infrastructuresPrioritize, manage, and own customer issues from start to finishMonitor and manage communications (sometimes public, sensitive and large scale) during incidentsCollaborate with stakeholders across Datadog and its partners worldwide to enhance customer experience Lead projects to deliver operational improvements as Datadog evolvesCreate and review documentation as well as incident and escalation trainingIdentify and troubleshoot recurring cloud infrastructure issuesHire and mentor stakeholders and peers in incident and escalation management Who You Are:3+ years demonstrable Incident Manager experience (escalations is a plus)1+ year of experience in Support, Network, Solutions Architecture, or similar IT roleBachelor’s degree in Computer Science, Information Science/Technology, Engineering or equivalent experienceFamiliarity with Cloud computing, experience with Python, JavaScript or shell scriptingAbility to correlate behaviors based on known interdependencies Experience driving projects from conception to delivery, demonstrated problem-solving experience, and ability to work in challenging fast-paced environmentsDatadog values people from all walks of life. We understand not everyone will meet all the above qualifications on day one. That's okay. If you’re passionate about technology and want to grow your skills, we encourage you to apply.Benefits and Growth: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 for in-house networking An inclusive company culture, opportunity to join our Community GuildsGenerous global benefitsBenefits and Growth listed above may vary based on the country of your employment and the nature of your employment with Datadog.#LI-HybridAbout Datadog: Datadog is the leading observability and security platform for the AI era, providing businesses with unified visibility across the technology stack to manage complexity at scale. It brings applications, infrastructure, data, models, and security into one place, using AI to detect and resolve issues before they impact customers. Trusted globally by Fortune 500 companies and high-growth AI leaders, Datadog enables businesses to move faster with clarity and confidence. Learn more about #DatadogLife on Instagram, LinkedIn, and Datadog Learning Center. Equal Opportunity at Datadog:Datadog is proud to offer equal employment opportunity to everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, and other characteristics protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Here are our Candidate Legal Notices for your reference. Datadog endeavors to make our Careers Page accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please complete this form. This form is for accommodation requests only and cannot be used to inquire about the status of applications. Privacy and AI Guidelines:Any information you submit to Datadog as part of your application will be processed in accordance with Datadog’s Applicant and Candidate Privacy Notice. For information on our AI policy, please visit Interviewing at Datadog AI Guidelines.