Incident and Escalation Manager
Posted on 3/4/2023

5,001-10,000 employees

Datadog offers monitoring and analytics for cloud-based workflows.
Company Overview
Datadog is on a mission to build the best platform in the world for engineers to understand and scale their systems, applications, and teams. The company operates a monitoring & analytics tool for IT and DevOps teams that can be used to determine performance metrics as well as event monitoring for infrastructure and cloud services.
Denver, CO, USA
Experience Level
  • 1+ year of experience in Support, Network, Solutions Architecture, or similar IT role
  • Someone with a Bachelor's degree in Computer Science, Information Science/Technology, Engineering or equivalent experience
  • Familiar with Cloud computing, experience with Python, JavaScript or shell scripting
  • Able to correlate behaviors based on known interdependencies
  • Experienced driving projects from conception to delivery, demonstrated problem-solving experience, and ability to work in challenging fast-paced environments
  • Drive the resolution of incidents and escalations impacting customers
  • Provide incident and escalation response and/or management for customers
  • Design and implement real-time and proactive monitoring of customer's infrastructures
  • Prioritize, manage, and own customer issues from start to finish
  • Monitor and manage communications (sometimes public, sensitive and large scale) during incidents
  • Collaborate with stakeholders across Datadog and its partners worldwide to enhance customer experience
  • Lead projects to deliver operational improvements as Datadog evolves
  • Create and review documentation as well as incident and escalation training
  • Identify and troubleshoot recurring cloud infrastructure issues
  • Hire and mentor stakeholders and peers in incident and escalation management
Desired Qualifications
  • 3+ years demonstrable Incident Manager experience (escalations is a plus) at a SaaS company