Incident and Escalations Manager 3 - US-West

Denver · San Francisco · USD 104,000-138,000 / year · 2+ years experience · Full-time · Hybrid · Posted Oct 9, 2026

At a glance

Datadog 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.

The Incident and Escalation Management team is part of Datadog's Global Support Engineering organization, focused on improving customer experience during critical moments. This individual contributor role involves driving incident resolution, managing cross-functional stakeholders, and implementing operational improvements for a global customer base.

Drive incidents and escalations to resolution from start to finish, including triage and coordination with support, engineering, and product teams.
Independently coordinate cross-functional stakeholders through complex incidents and escalations.
Own communications during active incidents, including sensitive, large-scale, and publicly visible events.
Lead projects that deliver operational improvements to incident detection, management, and communication.
Create, maintain, and improve incident and escalation documentation, runbooks, and training materials.
Lead retrospectives to turn individual incidents into durable process changes.
Mentor peers on incident and escalation management best practices.
Contribute to interviewing and hiring processes.
Design and implement real-time and proactive monitoring of customer infrastructure.
Identify recurring cloud infrastructure and product issues and partner with Engineering to reduce recurrence.

5+ years of related professional experience, including incident management and customer escalations.
2+ years of experience in a hands-on technical role at a software or cloud company (e.g., Support Engineering, SRE, Solutions Architecture).
Strong familiarity with cloud computing and modern software architectures.
Ability to correlate behaviors across system interdependencies and assess technical impact.
Experience independently coordinating cross-functional stakeholders.
Experience driving projects from conception through delivery.
Strong written and verbal English communication skills.
Bachelor's degree in Computer Science, Information Science/Technology, Engineering, or equivalent practical experience.