Incident and Escalations Manager 2 - NYC

Wwshemi; New York (NY); Ibrido; USD 85.000 - 113.000; Tempo pieno

Vantaggi offerti da questo lavoro

New hire stock equity (RSUs)

Employee stock purchase plan

Career development opportunities

Product training

Onboarding program

Mentor and buddy program

Descrizione del lavoro

Datadog is seeking an Incident and Escalations Manager 2 in NYC to own end-to-end incident response for a global customer base. The role combines customer communications, technical engagement, and process improvements across IEM and GSE.

This hybrid position emphasizes leadership, mentoring, and proactive monitoring. Ideal candidates have 5+ years in incident management and 2+ years in a technical role at a SaaS/cloud company, with strong English communication skills and a relevant bachelor’s

Competenze

• 5+ years of incident management and customer escalations with ownership of complex incidents.
• 2+ years in a hands-on technical role at a software/cloud company.
• Ability to coordinate cross-functional stakeholders and drive incidents to resolution.

Mansioni

• Drive incidents and escalations to resolution from start to finish with transparent updates.
• Coordinate cross-functional teams and set prioritization and response strategy.
• Own communications during active incidents for customers, internal teams, and leadership.
• Lead projects delivering operational improvements in incident management.
• Create and improve incident runbooks, and mentor peers in best practices.
• Design real-time monitoring to surface risks before they escalate.

Conoscenze

Incident management

Escalation handling

Cross-functional coordination

Customer communication

Decision making under pressure

Mentoring peers

Project ownership

Technical collaboration with Eng/Prod

Written and verbal English

Formazione

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

Descrizione del lavoro

Incident and Escalations Manager 2 - NYC

This listing's locations New York, New York, USA

Employment Full-time

Compensation USD 85000–113000 (period not stated)

The Incident and Escalation Management team (IEM) is part of Datadog's Global Support Engineering (GSE) organization. IEM exists to continuously improve Datadog's overall customer experience during incidents and other critical moments. We're looking for experts with a background in incident management and escalation handling to provide fast incident response, clear ownership, and calm, confident communication for our global customer base.

In this individual contributor role, you will play a key part in customer communication, technical engagement, and incident management for our global customers. You will also implement processes and automations, use the same incident and case management tools we build for our customers, and help shape how they evolve.

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 incidents and escalations to resolution from start to finish, including triage, coordination with our support, engineering and product teams. Own the response and keep customers and internal teams informed throughout.
• Independently coordinate cross-functional stakeholders through complex incidents and escalations, making the call on prioritization, response strategy, and when to pull in additional teams or leadership.
• Own communications during active incidents, including sensitive, large-scale, and publicly visible events, adapting the message for customers, internal teams, and leadership.
• Lead projects that deliver operational improvements to how IEM detects, manages, and communicates during incidents and escalations as Datadog and its products evolve.
• Create, maintain, and improve incident and escalation documentation, runbooks, and training materials, and lead retrospectives that turn individual incidents into durable process change.
• Mentor peers on incident and escalation management best practices, and contribute to interviewing and hiring.
• Design and implement real-time and proactive monitoring of customer infrastructure to surface customer-impacting risks before they elevate.
• Identify recurring cloud infrastructure and product issues across incidents and escalations, and partner with Engineering to feed findings back and reduce recurrence.

Who You Are:

• 5+ years of related professional experience, including experience in incident management and customer escalations, with demonstrable ownership of complex incidents and critical customer situations; experience in a SaaS, cloud, or observability environment is a plus
• 2+ years of experience in a hands-on technical role at a software or cloud company, such as Support Engineering, Site Reliability Engineering, Solutions Architecture, or a similar technical function
• Ability to correlate behaviors across known system interdependencies, assess customer and technical impact, and make sound decisions while remaining calm in high-pressure and ambiguous situations
• Experience independently coordinating cross-functional stakeholders and driving complex incidents and escalations toward resolution
• Experience driving projects from conception through delivery, with strong problem-solving skills and the ability to operate effectively in a fast-paced environment
• Strong written and verbal English communication skills, with the ability to communicate clearly with both technical and customer-facing audiences
• Bachelor's degree in Computer Science, Information Science/Technology, Engineering, or equivalent practical experience

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

• New hire stock equity (RSUs) and employee stock purchase plan
• Continuous career development and pathing opportunities
• Product training to develop an in-depth understanding of our product and space
• Best in breed onboarding
• Internal mentor and buddy program cross-departmentally
• Friendly and inclusive workplace culture

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 offers a competitive salary and equity package, and may include variable compensation. Actual compensation is based on factors such as the candidate's skills, qualifications, and experience. In addition, Datadog offers a wide range of best in class, comprehensive and inclusive employee benefits for this role including healthcare, dental, parental planning, and mental health benefits, a 401(k) plan and match, paid time off, fitness reimbursements, and a discounted employee stock purchase plan.

The reasonably estimated yearly salary for this role at Datadog is:

$85,000-$113,000 USD

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 your Candidate Legal Notices for your reference.

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