The opportunity
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.
What you'll do
Drive incidents and escalations to resolution from start to finish, including: triage, coordination with our support, engineering and product teams. 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 the message 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, and lead retrospectives that turn individual incidents into durable process change.
Mentor peers on incident and escalation management best practices, and contribute to interviewing and hiring.
What they're looking for
- Design and implement real-time and proactive monitoring of customer: infrastructure to surface customer-impacting risks before they escalate.
- Identify recurring cloud infrastructure and product issues across incidents: and escalations, and partner with Engineering to feed findings back and reduce recurrence.
- + years of related professional experience, including experience in incident: management and customer escalations, with demonstrable ownership of complex incidents and critical customer situations; experience in a SaaS, cloud, or observability environment is a plus
- + years of experience in a hands-on technical role at a software or cloud: company, such as Support Engineering, Site Reliability Engineering, Solutions Architecture, or a similar technical function
