Incident and Escalations Manager 3 - US-West
Core
Manage customer incidents and escalations for Datadog's global base, driving resolution through triage, cross-functional coordination, and clear communication.
Role type
Senior individual contributor incident and escalation manager
Builds
Operational improvements to incident detection, management, and communication processes
Domain
SaaS, cloud infrastructure, and observability
Required skills
incident management, escalation handling, cross-functional stakeholder coordination, crisis communication, project management, cloud computing, system interdependency analysis, Python/JavaScript/shell scripting, technical documentation, mentoring
Preferred skills
SaaS/cloud/observability environment experience, hands-on technical role background (SRE, Support Engineering, Solutions Architecture)
Technologies
Datadog platform, incident/case management tools
Responsibilities
Drive incidents and escalations to resolution from start to finish; coordinate cross-functional stakeholders through complex incidents; own communications during active incidents; lead projects for operational improvements; create and improve incident documentation and runbooks; mentor peers on best practices; design proactive monitoring for customer infrastructure; identify recurring issues and partner with Engineering to reduce recurrence
Seniority
Senior, hands-on IC
