Global Incident Response Lead

Datadog, Inc.; Denver, San Francisco (CO, CA); Hybrid; USD 104,000 - 138,000; Full time

Benefits offered by this job

US Benefits

RSUs

Career development

Product training

Onboarding

Mentor program

Inclusive culture

Job summary

Datadog, Inc. is seeking a highly capable Incident and Escalation Manager to drive critical incidents from triage to resolution for a global customer base.

You will own communications, coordinate across support, engineering and product teams, and lead post-incident reviews to implement durable process improvements. In this hybrid Denver-based role, you’ll apply documented playbooks, mentor peers, and design monitoring to surface risk before incidents occur, helping Datadog maintain reliability

Qualifications

• 5+ years of related professional experience in incident management and customer escalations with ownership of complex incidents.
• 2+ years in a hands-on technical role at a software or cloud company such as SRE, Solutions Architecture, or similar.
• Strong written and verbal English communication skills for technical and customer-facing audiences.

Responsibilities

• Drive incidents and escalations to resolution from start to finish, including triage and coordination with support, engineering and product teams.
• Independently coordinate cross-functional stakeholders through complex incidents and escalations, prioritization and response strategy.
• Own communications during active incidents for customers, internal teams, and leadership.
• Lead projects delivering operational improvements to incident detection, management, and communication as Datadog evolves.
• Create, maintain and improve incident and escalation documentation, runbooks and training materials; lead retrospectives for durable process change.
• Mentor peers on incident and escalation management practices and contribute to interviewing/hiring.
• Design and implement real-time and proactive monitoring to surface customer-impacting risks.
• Identify recurring cloud infrastructure and product issues and work with Engineering to reduce recurrence.

Skills

Incident management

Customer escalations

Cross-functional coordination

Python/JS/shell scripting

Communication

Education

Bachelor's degree in Computer Science/Information Science/Engineering

Job description

Datadog, Inc. is seeking a highly capable Incident and Escalation Manager to drive critical incidents from triage to resolution for a global customer base.

You will own communications, coordinate across support, engineering and product teams, and lead post-incident reviews to implement durable process improvements. In this hybrid Denver-based role, you’ll apply documented playbooks, mentor peers, and design monitoring to surface risk before incidents occur, helping Datadog maintain reliability