Incident and Escalations Manager 3 - US-West

6 дн. назад

104k–138k USD / годСШАSeniorHybrid

incident managementescalation handlingcustomer communicationprocess implementation

Manage and coordinate incident and escalation response for global customers, ensuring timely resolution and clear communication.

О компании

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, enables businesses to move faster with clarity and confidence. Learn more about #DatadogLife on Instagram , LinkedIn, and Learning Center.

Обязанности

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 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.

Требования

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
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.

Условия

Generous and competitive US benefits
New hire stock equity (RSUs) and employee stock purchase plan
Continuous career development and pathing opportunities
Product training to develop an in-depth understanding of our product and space
Best in breed onboarding
Internal mentor and buddy program cross-departmentally
Friendly and inclusive workplace culture
Benefits and Growth listed above may vary based on the country of your employment and the nature of your employment with .
#LI-Hybrid
offers a competitive salary and equity package, and may include variable compensation. Actual compensation is based on factors such as the candidate's skills, qualifications, and experience. In addition, offers a wide range of best in class, comprehensive and inclusive employee benefits for this role including healthcare, dental, parental planning, and mental health benefits, a 401(k) plan and match, paid time off, fitness reimbursements, and a discounted employee stock purchase plan.
The reasonably estimated yearly salary for this role at is:
$104,000 — $138,000 USD

Другое

The Incident and Escalation Management team (IEM) is part of 's Global Support Engineering (GSE) organization. IEM exists to continuously improve '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.
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.
At , 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.
Any information you submit to as part of your application will be processed in accordance with ’s Applicant and Candidate Privacy Notice . For information on our AI policy, please visit Interviewing at AI Guidelines .