Senior Incident and Escalations Manager

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

<p>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.</p>

<p>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.</p>

<p><em>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.</em></p>

<p><em><strong>What you'll do:</strong></em></p>

<ul>

<li>Lead the response to our most complex, ambiguous, and high-impact incidents and escalations from start to finish. Set the response strategy, drive cross-functional coordination, and maintain clear ownership through resolution.</li>

<li>Navigate competing priorities across multiple critical customer situations, independently assessing business and technical impact and determining the appropriate response and escalation strategy.</li>

<li>Represent IEM to regional Support, Sales, and Engineering leadership, building the standing and relationships that let you drive a response when a situation moves faster than process allows.</li>

<li>Lead communications during highly sensitive, public, or large-scale incidents, adapting communication strategies

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