Incident and Escalation Manager, EMEA

Datadog; France; Hybride; EUR 70 000 - 100 000; Plein temps

Avantages offerts par ce poste

RSU stock equity

ESPP

Professional development

Mentor program

Community Guilds

Résumé du poste

Datadog is seeking an experienced Incident Manager to join the Incident and Escalation Management team within the Global Support Engineering organization. You will drive incident resolutions, manage escalations, and own communications with global customers while helping improve processes from lessons learned.

Datadog emphasizes a hybrid work model to support work-life balance and collaboration across teams.

Qualifications

• 3+ years demonstrable Incident Manager experience (escalations is a plus).
• 1+ year of experience in Support, Network, Solutions Architecture, or similar IT role.
• Bachelor’s degree in Computer Science, Information Science/Technology, Engineering or equivalent experience.
• Ability to correlate behaviors based on known interdependencies.
• Experience driving projects from conception to delivery, demonstrated problem-solving experience, and ability to work in challenging fast-paced environments.

Responsabilités

• Drive the resolution of incidents and escalations while providing response and/or management to 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 during incidents (public, sensitive and large scale).
• 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.

Connaissances

Incident management

Escalations handling

IT support experience

Project management

Formation

Bachelor’s degree in Computer Science / Information Technology / Engineering

Description du poste

The Incident and Escalation Management team (IEM) is part of Datadog's Global Support Engineering (GSE) organization. The purpose of IEM is to continuously improve Datadog's overall customer experience during incidents and critical moments. Datadog Global Support Engineering (GSE) is looking for experts with a background in Incident Management and Escalations handling to join our team to provide fast incident response and stakeholder ownership. In this position, you will play a role in providing communication, technical engagement and incident management for our global customers. You will also implement processes based on the lessons learned from each incident to limit further occurrence.

At Datadog, 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.

What You’ll Do

• Drive the resolution of incidents and escalations while providing response and/or management to 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

Who You Are

• 3+ years demonstrable Incident Manager experience (escalations is a plus)
• 1+ year of experience in Support, Network, Solutions Architecture, or similar IT role
• Bachelor’s degree in Computer Science, Information Science/Technology, Engineering or equivalent experience
• Ability to correlate behaviors based on known interdependencies
• Experience driving projects from conception to delivery, demonstrated problem-solving experience, and ability to work in challenging fast-paced environments

Benefits and Growth

• New hire stock equity (RSU) and employee stock purchase plan (ESPP)
• Continuous professional development, product training, and career pathing
• Intra-departmental mentor and buddy program for in-house networking
• An inclusive company culture, opportunity to join our Community Guilds

Equal Opportunity at Datadog

Datadog is proud to offer equal employment opportunity to everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, and other characteristics protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Here are our Candidate Legal Notices for your reference.

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Whatever your decision, it will not be considered in the hiring process or other employment decisions. Datadog does not discriminate or make employment decisions based on any protected group status, pursuant to applicable laws.