Senior Incident & Escalation Lead

Datadog, Inc.; New York (NY); Hybrid; USD 85,000 - 113,000; Full time

Benefits offered by this job

US benefits

RSUs and stock purchase plan

Career development

Job summary

Datadog, Inc. is seeking an Incident and Escalation Manager to drive incidents from triage to resolution for a global customer base. You will own communications, coordinate cross-functional teams, and shape incident practices while working in a hybrid environment.

You will implement processes, build automation, and mentor peers. A SaaS/cloud background and strong English communication are essential for this hands-on role in the GSE IEM team.

Qualifications

• 5+ years of related professional experience in incident management and customer escalations.
• 2+ years in a hands-on technical role at a software or cloud company (e.g., Support Engineering, SRE).
• Strong familiarity with cloud computing and modern software architectures.
• Ability to correlate system interdependencies, assess impact, and stay calm under pressure.
• Experience coordinating cross-functional stakeholders to drive complex incidents to resolution.
• Experience driving projects from conception through delivery in a fast-paced environment.
• Excellent written and spoken English communication skills.
• Bachelor's degree in Computer Science, Information Science/Technology, Engineering, or equivalent practical experience.

Responsibilities

• Drive incidents and escalations to resolution from start to finish, triage and coordinate with support, engineering, and product teams.
• Own the response and inform customers and internal teams throughout active incidents.
• Coordinate cross-functional stakeholders and decide on prioritization and strategy.
• Lead communications during incidents for customers, internal teams, and leadership.
• Lead projects to improve incident management processes and tooling.
• Mentor peers on incident management best practices and contribute to hiring.

Skills

Incident management

Escalation handling

Customer communication

Cross-functional coordination

Project leadership

SaaS experience

Education

Bachelor's degree in CS/Engineering/Information tech

Tools

Python

JavaScript

Shell

Job description

Datadog, Inc. is seeking an Incident and Escalation Manager to drive incidents from triage to resolution for a global customer base. You will own communications, coordinate cross-functional teams, and shape incident practices while working in a hybrid environment.

You will implement processes, build automation, and mentor peers. A SaaS/cloud background and strong English communication are essential for this hands-on role in the GSE IEM team.