Senior Incident Response & Escalations Lead

Datadog, Inc.; Sydney Township (ND); Hybrid; USD 150,000 - 210,000; Full time

Benefits offered by this job

US benefits and RSUs

Stock purchase plan

Career development

Product training

Best onboarding

Mentor program

Inclusive workplace

Job summary

Datadog is seeking an experienced Incident and Escalation Manager to lead response to high-impact incidents for our global customer base. You will own the response strategy, drive cross-functional coordination, and maintain clear ownership through resolution.

In this individual contributor role, you will shape incident management processes, implement automations, and support pragmatic, timely communications for customers and leadership.

Qualifications

• 8+ years in related roles with 4+ years in incident management and customer escalations.
• Hands-on experience in software/cloud environments and incident response.
• Strong written and verbal communication for executive audiences.

Responsibilities

• Lead response to complex incidents and escalations from start to finish with clear ownership.
• Coordinate across Support, Engineering, and Product to align on resolutions.
• Deliver effective communications to customers and internal leadership during incidents.
• Develop and improve incident management practices and runbooks.
• Mentor other IEMs and GSEs to raise operational standards.

Skills

Incident management

Escalations

Cross-functional leadership

Customer communication

SaaS / cloud familiarity

English communication

Decision making under pressure

Education

Bachelor's degree in CS/IS/Engineering

Tools

Python scripting

Shell scripting

JavaScript

Job description

Datadog is seeking an experienced Incident and Escalation Manager to lead response to high-impact incidents for our global customer base. You will own the response strategy, drive cross-functional coordination, and maintain clear ownership through resolution.

In this individual contributor role, you will shape incident management processes, implement automations, and support pragmatic, timely communications for customers and leadership.