{"id":2491758,"url":"https://alion.io/job/datadog-senior-incident-and-escalations-manager","title":"Senior Incident and Escalations Manager","company":{"id":4992,"name":"Datadog","domain":"datadoghq.com","url":"https://alion.io/company/datadog","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":80,"open_postings":163,"ghost_share":0,"stale_share":0.62,"repost_share":0,"time_to_fill_p50_days":81,"computed_at":"2026-10-22T06:10:10Z"}},"role":"Operations","role_family":"Operations","seniority":"senior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Sydney, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":91000,"max_usd":168000,"period":"year","method":"role_seniority_country_cell","sample_n":10},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Datadog","optional":false},{"name":"Incident Management","optional":false},{"name":"JavaScript","optional":false},{"name":"Python","optional":false}],"status":"live","first_seen_at":"2026-10-14T01:25:43Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-22T11:14:47Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"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. We're looking for experts with a background in incident management and escalation handling to provide fast incident response, clear ownership, and calm, confident communication for our global customer base.\nIn this individual contributor role, you will play a key part in customer communication, technical engagement, and incident management for our global customers. You will also implement processes and automations, use the same incident and case management tools we build for our customers, and help shape how they evolve.\nAt Datadog, we place value in our office culture - the relationships and collaboration it builds and the creativity it brings to the table. We operate as a hybrid workplace to ensure our Datadogs can create a work-life harmony that best fits them.\nWhat you'll do:\nLead the response to our most complex, ambiguous, and high-impact incidents and escalations from start to finish. Set the response strategy, drive cross-functional coordination, and maintain clear ownership through resolution.\nNavigate competing priorities across multiple critical customer situations, independently assessing business and technical impact and determining the appropriate response and escalation strategy.\nRepresent IEM to regional Support, Sales, and Engineering leadership, building the standing and relationships that let you drive a response when a situation moves faster than process allows.\nLead communications during highly sensitive, public, or large-scale incidents, adapting communication strategies for customers, internal leadership, and other stakeholders.\nAct as a trusted incident and escalation partner across Support, Engineering, Product, and other teams, influencing decisions and driving alignment when ownership or the path to resolution is unclear.\nLead high-impact, cross-functional projects that improve how Datadog manages incidents and escalations at scale, identifying systemic gaps and translating them into sustainable operational improvements.\nEstablish and evolve incident and escalation best practices, documentation, runbooks, and training, raising the quality and consistency of response across the organization.\nMentor and develop other IEMs or GSEs members, provide guidance during complex situations, contribute to interviewing and hiring, and help raise the operational bar for the team.\nDesign and champion proactive monitoring and detection strategies that surface customer-impacting risks earlier and enable teams to act before issues escalate.\nIdentify systemic patterns across incidents, escalations, customer infrastructure, and product behavior, and influence Engineering and Product partners to address root causes and reduce recurrence.\nWho you are:\n8+ years of related professional experience, including at least 4 years of experience in incident management and customer escalations, with demonstrable ownership of major, high-impact incidents and business-critical customer escalations in SaaS, cloud, observability, or similarly complex software environments\nSignificant 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\nStrong understanding of cloud computing, distributed systems, and modern software architectures, with the ability to reason across multiple technical domains and system dependencies; scripting ability in Python, JavaScript, or shell is a plus\nDemonstrated ability to lead through ambiguity during high-pressure, high-visibility situations, evaluate complex technical and business factors, and determine an effective incident or escalation strategy\nExperience operating as the sole or most senior incident responder in a region or timezone - making consequential decisions without an in-hours escalation path, and working effectively with customers and internal teams across different cultures and working norms.\nExperience identifying systemic patterns across incidents or escalations and translating them into operational, process, or technical improvements that reduce recurrence\nProven experience driving complex, cross-functional projects from conception through delivery and influencing improvements beyond your immediate area of ownership\nExceptional written and verbal English communication skills, with the judgment to communicate effectively with technical teams, customers, and senior stakeholders during sensitive situations\nBachelor's degree in Computer Science, Information Science/Technology, Engineering, or equivalent practical experience\nDatadog values people from all walks of life. We understand not everyone will meet all the below qualifications on day one. That's okay. If you’re passionate about technology and want to grow your skills, we encourage you to apply.\nBenefits and Growth:\nGenerous and competitive US benefits\nNew hire stock equity (RSUs) and employee stock purchase plan\nContinuous career development and pathing opportunities \nProduct training to develop an in-depth understanding of our product and space\nBest in breed onboarding\nInternal mentor and buddy program cross-departmentally\nFriendly and inclusive workplace culture\nBenefits and Growth listed above may vary based on the country of your employment and the nature of your employment with Datadog.\nAbout Datadog: \nDatadog is the leading observability and security platform for the AI era, providing businesses with unified visibility across the technology stack to manage complexity at scale. It brings applications, infrastructure, data, models, and security into one place, using AI to detect and resolve issues before they impact customers. Trusted globally by Fortune 500 companies and high-growth AI leaders, Datadog enables businesses to move faster with clarity and confidence. Learn more about #DatadogLife on Instagram, LinkedIn, and Datadog Learning Center.\nEqual Opportunity at Datadog:\nDatadog is proud to offer equal employment opportunity to everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, and other characteristics protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Here are our Candidate Legal Notices for your reference. \nDatadog endeavors to make our Careers Page accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please complete this form. This form is for accommodation requests only and cannot be used to inquire about the status of applications. \nPrivacy and AI Guidelines:\nAny information you submit to Datadog as part of your application will be processed in accordance with Datadog’s Applicant and Candidate Privacy Notice. For information on our AI policy, please visit Interviewing at Datadog AI Guidelines.","description_format":"text","description_chars":7191,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":["Equity"],"hiring_locations":[{"name":"Australia","iso":"AU","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Cloud Security","Log Management & Analytics","Observability & APM"],"lifecycle":[{"event":"open","at":"2026-10-14T02:59:47Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":8,"expected_fill_days":81,"reasons":["conf:2","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-10-22T06:10:10Z"},"pay":null,"html_url":"https://alion.io/job/datadog-senior-incident-and-escalations-manager","json_url":"https://alion.io/job/datadog-senior-incident-and-escalations-manager.json","meta":{"generated_at":"2026-10-22T12:17:30Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":10652,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-23T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4992},"rest":"https://alion.io/mcp/rest/get_company?id=4992"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdatadog-senior-incident-and-escalations-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdatadog-senior-incident-and-escalations-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdatadog-senior-incident-and-escalations-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/datadog-senior-incident-and-escalations-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdatadog-senior-incident-and-escalations-manager"}]}