Senior Incident and Escalations Manager
Core
Lead response to complex, high-impact incidents and escalations for Datadog's global SaaS customers, driving cross-functional coordination and communication.
Role type
Senior individual contributor incident and escalation manager
Builds
Incident response strategies, operational improvements, and proactive monitoring systems for Datadog's observability platform
Domain
SaaS, cloud computing, distributed systems, observability
Required skills
incident management, escalation handling, cross-functional leadership, strategic communication, root cause analysis, process improvement, stakeholder management, technical decision-making under pressure, cloud architecture understanding, scripting (Python/JavaScript/shell)
Preferred skills
experience as sole/senior incident responder in a region, identifying systemic patterns, driving cross-functional projects
Technologies
Python, JavaScript, shell, incident management tools, case management tools
Responsibilities
Lead response to complex incidents from start to finish, navigate competing priorities across critical customer situations, represent IEM to regional leadership, lead communications during sensitive incidents, act as trusted partner across teams, lead high-impact cross-functional projects, establish incident best practices and training, mentor team members, design proactive monitoring strategies, identify systemic patterns to reduce recurrence
Seniority
Senior, hands-on IC
