Senior Incident Response & Escalations Leader

Datadog, Inc.; Sydney; Hybrid; AUD 150,000 - 210,000; Full time

Job summary

Datadog is seeking an experienced Incident and Escalation Manager to lead the response to complex, high-impact incidents across global customers. You will drive cross-functional coordination, set response strategy, and maintain ownership through resolution.

The role combines technical engagement, incident management practices, and process automation to improve how incidents are managed at scale. You will work within the Hybrid Datadog culture, collaborating with Support, Engineering, and Product

Qualifications

• 8+ years of related professional experience, incl. at least 4 years in incident management and customer escalations.
• Hands-on technical experience in software/cloud environments such as Support Engineering, SRE, or Solutions Architecture.
• Strong understanding of cloud computing, distributed systems, and modern software architectures.
• Ability to lead through ambiguity in high-pressure, high-visibility situations.

Responsibilities

• Lead response to complex, high-impact incidents and escalations from start to finish.
• Drive cross-functional coordination and maintain ownership through resolution.
• Represent IEM to regional leadership, customers, and internal teams to influence priorities.
• Lead communications during highly sensitive incidents for customers and stakeholders.
• Mentor IEM/GSE members and help raise operational standards.

Skills

Incident management

Customer escalations

Cross-functional leadership

Cloud computing

SRE experience

Python

JavaScript

Shell

Education

Bachelor's degree

Equivalent practical experience

Tools

Cloud platforms

Job description

Datadog is seeking an experienced Incident and Escalation Manager to lead the response to complex, high-impact incidents across global customers. You will drive cross-functional coordination, set response strategy, and maintain ownership through resolution.

The role combines technical engagement, incident management practices, and process automation to improve how incidents are managed at scale. You will work within the Hybrid Datadog culture, collaborating with Support, Engineering, and Product