Incident and Escalations Manager 2 - NYC

New Yorkfull timeOn Site

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mid

$85k–$113k

H1B: yes

Datadog Incident and Escalations Manager 2 at Datadog responsible for driving incident and escalation resolution and coordinating cross-functional stakeholders. The role includes owning communications during incidents and leading operational improvements in incident management.

Responsibilities

Drive incidents and escalations to resolution from start to finish, including triage, coordination with our support, engineering and product teams. Own the response and keep customers and internal teams informed throughout.
Independently coordinate cross-functional stakeholders through complex incidents and escalations, making the call on prioritization, response strategy, and when to pull in additional teams or leadership.
Own communications during active incidents, including sensitive, large-scale, and publicly visible events, adapting the message for customers, internal teams, and leadership.
Lead projects that deliver operational improvements to how IEM detects, manages, and communicates during incidents and escalations as Datadog and its products evolve.
Create, maintain, and improve incident and escalation documentation, runbooks, and training materials, and lead retrospectives that turn individual incidents into durable process change.
Mentor peers on incident and escalation management best practices, and contribute to interviewing and hiring.
Design and implement real-time and proactive monitoring of customer infrastructure to surface customer-impacting risks before they escalate.
Identify recurring cloud infrastructure and product issues across incidents and escalations, and partner with Engineering to feed findings back and reduce recurrence.

Qualification

Bachelor's degree in Computer ScienceExperience in SaaS

Required

5+ years of related professional experience, including experience in incident management and customer escalations, with demonstrable ownership of complex incidents and critical customer situations; experience in a SaaS, cloud, or observability environment is a plus
2+ years of experience in a hands-on technical role at a software or cloud company, such as Support Engineering, Site Reliability Engineering, Solutions Architecture, or a similar technical function
Strong familiarity with cloud computing and modern software architectures; scripting ability in Python, JavaScript, or shell is a plus
Ability to correlate behaviors across known system interdependencies, assess customer and technical impact, and make sound decisions while remaining calm in high-pressure and ambiguous situations
Experience independently coordinating cross-functional stakeholders and driving complex incidents and escalations toward resolution
Experience driving projects from conception through delivery, with strong problem-solving skills and the ability to operate effectively in a fast-paced environment
Strong written and verbal English communication skills, with the ability to communicate clearly with both technical and customer-facing audiences
Bachelor's degree in Computer Science, Information Science/Technology, Engineering, or equivalent practical experience
Datadog values people from all walks of life. We understand not everyone will meet all the below qualifications on day one. That's okay. If you’re passionate about technology and want to grow your skills, we encourage you to apply.