Incident and Escalations Manager 3 - Sao Paulo
DatadogThe 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.
At 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.
What You’ll Do:
- 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 (sometimes public, sensitive and large scale) 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
Who You Are:
- 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
Datadog values people from all walks of life. We understand not everyone will meet all the above qualifications on day one. Tha
About the company
Datadog
Monitoring and security platform for cloud applications.
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