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Incident and Escalation Manager, EMEA

Datadog· Global Support Engineering (GSE)
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Dublin, Parisnot specifiedPosted 1mo ago

About the role

Incident and Escalation Management role within Datadog's Global Support Engineering organization, focusing on fast incident response, stakeholder ownership, and continuous improvement of customer experience during incidents and critical moments.

Responsibilities

  • Drive the resolution of incidents and escalations while providing response and/or management to customers
  • Design and implement real-time and proactive monitoring of customer's infrastructures
  • Prioritize, manage, and own customer issues from start to finish
  • Monitor and manage communications during incidents
  • Collaborate with stakeholders across Datadog and its partners worldwide to enhance customer experience
  • Lead projects to deliver operational improvements as Datadog evolves
  • Create and review documentation as well as incident and escalation training
  • Identify and troubleshoot recurring cloud infrastructure issues
  • Hire and mentor stakeholders and peers in incident and escalation management

Qualifications

  • 3+ years demonstrable Incident Manager experience (escalations is a plus)
  • 1+ year of experience in Support, Network, Solutions Architecture, or similar IT role
  • Bachelor’s degree in Computer Science, Information Science/Technology, Engineering or equivalent experience
  • Familiarity with Cloud computing, experience with Python, JavaScript or shell scripting
  • Ability to correlate behaviors based on known interdependencies
  • Experience driving projects from conception to delivery, demonstrated problem-solving experience, and ability to work in challenging fast-paced environments

Skills

Required:Incident managementSupport / IT role experienceCloud computingPython, JavaScript or shell scripting

Benefits

  • New hire stock equity (RSU) and employee stock purchase plan (ESPP)
  • Continuous professional development, product training, and career pathing
  • Intra-departmental mentor and buddy program for in-house networking
  • An inclusive company culture, opportunity to join our Community Guilds
  • Generous global benefits
Last updated Oct 22, 2026. Interested? Apply on the company site.

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