Incident and Escalations Manager 3

Datadog

Confirmed live today High trust
Hybrid

Quick summary

Work type
Hybrid
Location
Denver, COSan Francisco, CA
Salary
$104,000–$138,000 / yr
Posted
18 days ago
Freshness
Confirmed live today

Market check

Salary context

Below market

How this pay compares to similar roles

Similar $181k
This role $121k
$90k $232k
below market most similar roles pay here above market

This role pays less than 90% of similar roles. Most pay $142,400–$218,725 — the blue band above. At the midpoint, this role pays about $121k versus about $181k for comparable roles.

Based on 240 similar postings.

Employer

About Datadog

Datadog, Inc. is an American company that provides an observability service for cloud-scale applications, providing monitoring of servers, databases, tools, and services, through a SaaS-based data analytics platform.

Datadog currently has 73 open roles on FindRole.

Listed pay typically runs $192,000–$240,000 across 71 roles with salary data.

Most-posted roles

View all roles at Datadog

At a glance

TL;DR · Incident and Escalations Manager 3

The Incident and Escalations Manager 3 - US-West joins the Incident and Escalation Management team within the Global Support Engineering organization. In this individual contributor role, you will drive incidents and escalations to resolution by triaging issues, coordinating cross-functional stakeholders, and owning communications during sensitive or large-scale events. You will implement processes and automations, design real-time monitoring of customer infrastructure, and lead projects to improve operational detection and response. Required skills include experience in incident management, cloud computing, and modern software architectures. You should possess the ability to correlate behaviors across system interdependencies and make sound decisions in high-pressure situations. Technical proficiencies in Python, JavaScript, or shell scripting are a plus. This role solves critical problems regarding customer experience and infrastructure reliability within a SaaS and observability environment.

What you'll do

  • Drive incidents and escalations to resolution by triaging and coordinating with support, engineering, and product teams.
  • Own all communications for active incidents, adapting messages for customers, internal teams, and leadership.
  • Coordinate cross-functional stakeholders to make critical decisions on prioritization and response strategies during complex events.
  • Lead projects to improve operational processes for detecting, managing, and communicating during incidents.
  • Create and maintain incident documentation, runbooks, training materials, and lead post-incident retrospectives.
  • Design and implement real-time monitoring of customer infrastructure to identify risks before they escalate.
  • Identify recurring cloud infrastructure issues and partner with Engineering to implement permanent fixes.

What we're looking for

  • 5+ years of professional experience in incident management and customer escalations.
  • 2+ years of experience in a hands-on technical role at a software or cloud company.
  • Bachelor's degree in Computer Science, Information Science/Technology, Engineering, or equivalent practical experience.
  • Strong familiarity with cloud computing and modern software architectures.
  • Ability to coordinate cross-functional stakeholders and drive complex incidents toward resolution.
  • Strong written and verbal English communication skills for technical and customer-facing audiences.
  • Experience driving projects from conception through delivery with strong problem-solving skills.
  • Experience in a SaaS, cloud, or observability environment is a plus (preferred).
  • Scripting ability in Python, JavaScript, or shell is a plus (preferred).

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