EMEA Incident Commander & Escalation Lead

Datadog; Dublin; Hybrid; EUR 70,000 - 95,000; Full time

Benefits offered by this job

RSU stock

ESPP

Professional development

Mentor program

Inclusive culture

Community Guilds

Job summary

Datadog is seeking an Incident Manager to join the Global Support Engineering team in a hybrid Dublin role. You will drive incident resolution, manage escalations, and coordinate with global stakeholders to protect customers during incidents.

You will design real-time monitoring, own communications, and mentor peers while delivering operational improvements and ongoing process enhancements. A customer-focused mindset and collaborative approach are essential.

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.

Responsibilities

• 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.

Skills

Incident management

Stakeholder communication

Project management

Cross-functional collaboration

Education

Bachelor's degree

Job description

Datadog is seeking an Incident Manager to join the Global Support Engineering team in a hybrid Dublin role. You will drive incident resolution, manage escalations, and coordinate with global stakeholders to protect customers during incidents.

You will design real-time monitoring, own communications, and mentor peers while delivering operational improvements and ongoing process enhancements. A customer-focused mindset and collaborative approach are essential.