Incident and Escalation Manager, EMEA

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

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

Datadog values people from all walks of life. We understand not everyone will meet all the above qualifications on day one. That's okay. If you're passionate about technology and want to grow your skills, we encourage you to apply.

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

Benefits and Growth listed above may vary based on the country of your employment and the nature of your employment with Datadog.

#LI-Hybrid

Datadog is the leading observability and security platform for the AI era, providing businesses with unified visibility across the technology stack to manage complexity at scale. It brings applications, infrastructure, data, models, and security into one place, using AI to detect and resolve issues before they impact customers. Trusted globally by Fortune 500 companies and high-growth AI leaders, Datadog enables businesses to move faster with clarity and confidence. Learn more about #DatadogLife on Instagram , LinkedIn, and Datadog Learning Center.

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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