Incident and Escalations Manager 3 - US-West

The role

You will drive incidents and escalations to resolution through triage and coordination with support, engineering, and product teams. You will manage customer communications, implement operational improvements, and design proactive monitoring for customer infrastructure.

What you will do

• Drive incidents and escalations to resolution from start to finish
• Coordinate cross-functional stakeholders through complex incidents and escalations
• Own communications during active incidents for customers, internal teams, and leadership
• Lead projects that deliver operational improvements to incident management
• Create, maintain, and improve incident and escalation documentation, runbooks, and training materials
• Lead retrospectives to turn incidents into process change
• Mentor peers on incident and escalation management best practices
• Contribute to interviewing and hiring
• Design and implement real-time and proactive monitoring of customer infrastructure
• Partner with Engineering to reduce recurrence of recurring cloud infrastructure and product issues

Required qualifications

• 5+ years of related professional experience, including incident management and customer escalations
• 2+ years of experience in a hands-on technical role at a software or cloud company
• Strong familiarity with cloud computing and modern software architectures
• Ability to correlate behaviors across known system interdependencies and assess impact
• Experience independently coordinating cross-functional stakeholders
• Experience driving projects from conception through delivery
• Strong written and verbal English communication skills
• Bachelor's degree in Computer Science, Information Science/Technology, Engineering, or equivalent practical experience

Nice to have

• experience in a SaaS, cloud, or observability environment
• scripting ability in Python, JavaScript, or shell

Benefits

• Generous and competitive US benefits
• New hire stock equity (RSUs)
• Employee stock purchase plan
• Continuous career development and pathing opportunities
• Product training
• Best in breed onboarding
• Internal mentor and buddy program cross-departmentally
• Healthcare, dental, parental planning, and mental health benefits
• 401(k) plan and match
• Paid time off
• Fitness reimbursements

About the company

Datadog is the leading observability and security platform for the AI era, providing businesses with unified visibility across the technology stack. It is trusted globally by Fortune 500 companies and high-growth AI leaders.