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Escalation Resolution Expert

2 months ago

New York, New York, United States Datadog Full time

Job Summary:

We are seeking a highly skilled Incident Management Specialist to join our Global Support Engineering organization. As an Incident Management Specialist, you will play a critical role in providing fast incident response and stakeholder ownership to our global customers.

Key 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

Requirements:

  • 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

What We Offer:

  • 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

Language: en-US