# Incident and Escalation Manager, EMEA

**Company:** [Datadog](https://hotfix.jobs/companies/datadog)
**Location:** Dublin, Ireland, Paris, France
**Role:** Support Engineering
**Experience:** 3+ years
**Skills:** Incident Management, Escalation Management, Cloud Computing, Python, JavaScript, Shell Scripting, Infrastructure Monitoring, Troubleshooting, Project Management
**Posted:** 2026-09-11

> Manages customer incidents and escalations across EMEA, coordinating technical response, communications, stakeholders, and operational improvements. Requires at least three years of incident management experience, IT or support experience, cloud familiarity, and scripting knowledge.

## Job Description

## Responsibilities
- Drive resolution of incidents and escalations, providing customer response and management.
- Design and implement real-time and proactive monitoring of customer infrastructure.
- Prioritize, manage, and own customer issues from start to finish.
- Monitor and manage communications, including public, sensitive, and large-scale incident communications.
- Collaborate with stakeholders across the organization and worldwide partners to improve customer experience.
- Lead projects that deliver operational improvements.
- Create and review documentation and incident and escalation training.
- Identify and troubleshoot recurring cloud infrastructure issues.
- Hire and mentor stakeholders and peers in incident and escalation management.

## Requirements
- 3+ years of demonstrable incident management experience; escalation experience is a plus.
- 1+ year of experience in support, networking, solutions architecture, or a 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 and solving problems in challenging, fast-paced environments.

## Benefits
- New-hire stock equity (RSUs) and employee stock purchase plan.
- Continuous professional development, product training, and career pathing.
- Intra-departmental mentor and buddy program.
- Inclusive company culture and Community Guilds.
- Generous global benefits, varying by country of employment and employment terms.

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