Incident and Escalation Manager, EMEA

DataDog
Dublin, Paris
Workplace: HybridFull timeFunction: Administration & Executive AssistanceEducation: bachelorsSkills: ["Communication","Problem-solving","Stakeholder management","Collaboration","Leadership"]

Own incident and escalation management for global customers within Datadog’s Global Support Engineering organization. Drive resolution end-to-end, manage customer communications during sensitive incidents, and build proactive monitoring to prevent repeat issues. Collaborate with internal and partner stakeholders worldwide to improve customer experience, troubleshoot recurring cloud infrastructure problems, and lead operational improvement projects. Create incident documentation and training while hiring, mentoring, and developing peers in incident management.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
DataDog
DataDog
8 hours ago

Incident and Escalation Manager, EMEA

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live

Job Summary

Own incident and escalation management for global customers within Datadog’s Global Support Engineering organization. Drive resolution end-to-end, manage customer communications during sensitive incidents, and build proactive monitoring to prevent repeat issues. Collaborate with internal and partner stakeholders worldwide to improve customer experience, troubleshoot recurring cloud infrastructure problems, and lead operational improvement projects. Create incident documentation and training while hiring, mentoring, and developing peers in incident management.
Location: Dublin, Paris
Workplace: Hybrid
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Drive the resolution of incidents and escalations, providing response and/or management to customers.
  • •Design and implement real-time, proactive monitoring of customer infrastructures.
  • •Prioritize, manage, and own customer issues from start to finish.
  • •Monitor and manage communications during incidents, including sensitive and large-scale situations.
  • •Collaborate with stakeholders worldwide, lead operational improvement projects, and create incident documentation and training.

Pay and Benefits

Equity and Bonus:Equity
Perks:EquityLearning Budget

Key Requirements

  • •3+ years demonstrable Incident Manager experience (escalations is a plus).
  • •1+ year experience in Support, Network, Solutions Architecture, or a similar IT role.
  • •Bachelor’s degree in Computer Science, Information Science/Technology, Engineering, or equivalent experience.
  • •Familiarity with cloud computing and experience with Python, JavaScript, or shell scripting.
  • •Experience driving projects from conception to delivery in fast-paced environments, with strong problem-solving skills.
Experience:Incident managementSupportCloud computingIT support
Education:Bachelor's
Skills:CommunicationProblem-solvingStakeholder managementCollaborationLeadership
Languages:En
Tech Stack:PythonJavaScriptShell scriptingCloud computing

Company Brief

DataDog
Provides a cloud-native monitoring and observability platform that unifies metrics, traces, logs, and security signals to help engineering, operations, and security teams monitor and troubleshoot modern applications and infrastructure.
Industry: Developer Tools
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: New York, United States
Founded: 2010
Glassdoor
Glassdoor: 4.1
WebsiteLinkedIn