Incident and Escalations Manager 2 - NYC
Datadog · New York, New York, USA
About this role
**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. In this individual contributor role, you’ll play a key part in customer communication, technical engagement, and incident management for global customers. You’ll also implement processes and automations, use the same incident and case management tools we build for customers, and help shape how they evolve. > Datadog operates as a hybrid workplace to support work-life harmony. --- ## What You’ll Do - Drive incidents and escalations to resolution from start to finish, including triage and coordination with Support, Engineering, and Product. 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 messaging 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; lead retrospectives that turn 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 to surface customer-impacting risks before they escalate. - Identify recurring cloud infrastructure and product issues across incidents and escalations, and partner with Engineering to reduce recurrence. --- ## Who You Are - 5+ years of related professional experience, including incident management and customer escalations, with demonstrable ownership of complex incidents and critical customer situations (SaaS, cloud, or observability experience is a plus). - 2+ years of hands-on technical experience at a software or cloud company (e.g., Support Engineering, SRE, Solutions Architecture, or similar). - Strong familiarity with cloud computing and modern software architectures; scripting ability in Python, JavaScript, or shell is a plus. - Ability to correlate behaviors across system interdependencies, assess customer/technical impact, and make sound decisions while staying calm in high-pressure, ambiguous situations. - Experience independently coordinating cross-functional stakeholders and driving complex incidents/escalations toward resolution. - Experience driving projects from conception through delivery in a fast-paced environment. - Strong written and verbal English communication skills for both technical and customer-facing audiences. - Bachelor’s degree in Computer Science, Information Science/Technology, Engineering, or equivalent practical experience. --- ## Benefits and Growth - Generous and competitive benefits (varies by country/employment type) - New hire stock equity (RSUs) and employee stock purchase plan - Continuous career development and pathing opportunities - Product training and best-in-breed onboarding - Internal mentor and buddy program cross-departmentally - Friendly and inclusive workpla
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