Incident And Escalation Manager
vor 2 Monaten
The Incident and Escalation Management team (IEM) is part of Datadog's Global Support Engineering (GSE) organization.
The purpose of IEM is to continuously improve Datadog's overall customer experience during incidents and critical moments.
Datadog Global Support Engineering (GSE) is looking for experts with a background in Incident Management and Escalations handling to join our team to provide fast incident response and stakeholder ownership.
In this position, you will play a role in providing communication, technical engagement and incident management for our global customers.
You will also implement processes based on the lessons learned from each incident to limit further occurrence.What You'll Do:Drive the resolution of incidents and escalations impacting customersProvide incident and escalation response and/or management for customersDesign and implement real-time and proactive monitoring of customer's infrastructuresPrioritize, manage, and own customer issues from start to finishMonitor and manage communications (sometimes public, sensitive and large scale) during incidentsCollaborate with stakeholders across Datadog and its partners worldwide to enhance customer experienceLead projects to deliver operational improvements as Datadog evolvesCreate and review documentation as well as incident and escalation trainingIdentify and troubleshoot recurring cloud infrastructure issuesHire and mentor stakeholders and peers in incident and escalation managementWho You Are:3+ years demonstrable Incident Manager experience (escalations is a plus)1+ year of experience in Support, Network, Solutions Architecture, or similar IT roleSomeone with a Bachelor's degree in Computer Science, Information Science/Technology, Engineering or equivalent experienceFamiliar with Cloud computing, experience with Python, JavaScript or Shell scriptingAble to correlate behaviors based on known interdependenciesExperienced driving projects from conception to delivery, demonstrated problem-solving experience, and ability to work in challenging fast-paced environmentsBenefits and Growth:New hire stock equity (RSU) and employee stock purchase plan (ESPP)Continuous professional development, product training, and career pathingIntra-departmental mentor and buddy program for in-house networkingAn inclusive company culture, opportunity to join our Community GuildsGenerous global benefitsBenefits and Growth listed above may vary based on the country of your employment and the nature of your employment with Datadog.#J-18808-Ljbffr
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