Incident and Escalations Manager 3 - US-West

Denver, Colorado, USA; San Francisco, California, USA

Support Engineering

About the Role

At Datadog in the Technology space, Observe, Secure, and Optimize Modern Cloud Infrastructure at Scale.

The Incident and Escalation Management team (IEM) is part of Datadog's Global Support Engineering (GSE) organization. IEM exists to continuously improve Datadog's overall customer experience during incidents and other critical moments. We're looking for experts with a background in incident management and escalation handling to provide fast incident response, clear ownership, and calm, confident communication for our global customer base.

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In this individual contributor role, you will play a key part in customer communication, technical engagement, and incident management for our global customers. You will also implement processes and automations, use the same incident and case management tools we build for our customers, and help shape how they evolve.

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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.

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What You'll Do:

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<li>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.</li>

<li>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.</li>

<li>Own communications during active incidents, including sensitive, large-scale, and publicly visible events, adapting the message for customers, internal teams, and leadership.</li>

<li>Lead projects that deliver operational improvements to

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What It's Like to Work at Datadog

What It's Like to Work Here

users Collaborative Problem-Solving

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lightbulb Continuous Learning Culture

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Frequently Asked Questions About Working at Datadog

Common questions candidates ask about this role and Datadog's workplace

Datadog is a leading Cloud company that provides monitoring and analytics solutions. The company operates a global presence with headquarters in New York serving as the primary operational base for key executive leadership and corporate functions including engineering, product, sales, and executive leadership. Datadog maintains additional offices across the Americas in Boston, Denver, San Francisco, and throughout the USA, Canada, Mexico, and South America.

Please review the specific job listing or contact Datadog's recruiting team for details on remote or hybrid work options for this role.

Salary information may vary by role and location. Please check the specific job listing or discuss compensation during the interview process.

Datadog is an established organization in its industry. The company focuses on maintaining a supportive workplace culture for all employees.

Key benefit categories include: Financial Benefits, Health & Wellness, Work-Life Balance, Community & Growth. You can view more details on their CertCheck profile.

The day-to-day environment is guided by core values such as Collaborative Problem-Solving and Ownership Mentality and Continuous Learning Culture.

The company has committed to inclusive practices including: Empower Ownership and Accountability and Champion Diversity, Inclusion, and Belonging.

Datadog has a supportive and collaborative culture, recognized as a loved place to work by its team members.

Datadog currently has 433 open positions. They are hiring across departments like Finance, Dev Eng, Engineering Interns. You can view all current openings at certcheck.mostlovedworkplace.com/companies/datadog/jobs.

The interview process typically involves an initial recruiter screen followed by team interviews. Please contact Datadog's recruiting team for specific details on this role's process.