Incident and Escalations Manager 2 - NYC

Datadog•New York, NY

3d•$85,000 - $113,000•Hybrid

About The Position

The Incident and Escalation Management team (IEM) is part of Datadog's Global Support Engineering organization and works to continuously improve the customer experience during incidents and other critical moments. This individual-contributor role provides incident response, clear ownership, technical engagement, and communication for global customers. The role also implements process improvements and automations, uses Datadog's incident and case management tools, and helps shape their evolution. The position drives customer incidents and escalations from triage through resolution, coordinating with Support, Engineering, Product, and other stakeholders. It owns communications during active incidents, including sensitive, large-scale, and publicly visible events, and leads improvements to incident management practices, documentation, monitoring, training, and retrospectives. The role also identifies recurring infrastructure and product issues and partners with Engineering to reduce recurrence. Datadog operates as a hybrid workplace. The role offers a competitive salary and equity package, potentially including variable compensation. The reasonably estimated yearly salary is $85,000–$113,000 USD.

Requirements

At least 5 years of related professional experience, including incident management and customer escalations, with demonstrable ownership of complex incidents and critical customer situations.
At least 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 function.
Strong familiarity with cloud computing and modern software architectures.
Ability to correlate behavior across known system interdependencies, assess customer and technical impact, and make sound decisions 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 work effectively in a fast-paced environment.
Strong written and verbal English communication skills, including the ability to communicate clearly with technical and customer-facing audiences.
Bachelor's degree in Computer Science, Information Science/Technology, Engineering, or equivalent practical experience.

Nice To Haves

Experience in a SaaS, cloud, or observability environment.
Scripting ability in Python, JavaScript, or shell.

Responsibilities

Drive incidents and escalations from triage through resolution, coordinating with Support, Engineering, and Product, and keeping customers and internal teams informed.
Independently coordinate cross-functional stakeholders during complex incidents and escalations, determining priorities, response strategy, and when to involve additional teams or leadership.
Own communications during active incidents, including sensitive, large-scale, and publicly visible events, tailoring messages to customers, internal teams, and leadership.
Lead projects that improve how IEM detects, manages, and communicates during incidents and escalations.
Create, maintain, and improve incident and escalation documentation, runbooks, and training materials.
Lead retrospectives and turn incident learnings into durable process improvements.
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 identify customer-impacting risks before they escalate.
Identify recurring cloud infrastructure and product issues across incidents and escalations, and partner with Engineering to reduce recurrence.