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Requirements found

Training Python (nice) Javascript (nice) Onboarding

What this posting asks for

Level: Manager — The title says "Manager".

Main responsibilities

• Drive incidents and escalations to resolution from start to finish, including triage, coordination with our support, engineering and product teams. Own the r…
• Independently coordinate cross-functional stakeholders through complex incidents and escalations, making the call on prioritization, response strategy, and w…
• Own communications during active incidents, including sensitive, large-scale, and publicly visible events, adapting the message for customers, internal teams…
• Lead projects that deliver operational improvements to how IEM detects, manages, and communicates during incidents and escalations as Datadog and its product…
• Create, maintain, and improve incident and escalation documentation, runbooks, and training materials, and lead retrospectives that turn individual incidents…
• Mentor peers on incident and escalation management best practices, and contribute to interviewing and hiring.
• Design and implement real-time and proactive monitoring of customer infrastructure to surface customer-impacting risks before they escalate.
• Identify recurring cloud infrastructure and product issues across incidents and escalations, and partner with Engineering to feed findings back and reduce re…

Competencies an interviewer will look for

• Technical skill Core
  In the posting: “The Incident and Escalation Management team (IEM) is part of Datadog's Global Support Engineering (GSE) organization.” · “Drive incidents and escalations to resolution from start to finish, including triage, coordination with our support, engineering and product teams.” · “Identify recurring cloud infrastructure and product issues across incidents and escalations, and partner with Engineering to feed findings back and reduce re…”
  Show it by: Names the tools, languages or systems used and how; Explains a technical choice and its trade-off.
• Communication Core
  In the posting: “We're looking for experts with a background in incident management and escalation handling to provide fast incident response, clear ownership, and calm, conf…” · “In this individual contributor role, you will play a key part in customer communication, technical engagement, and incident management for our global customers.” · “Own communications during active incidents, including sensitive, large-scale, and publicly visible events, adapting the message for customers, internal teams…”
  Show it by: Adapts the message to the listener; Gives an example of explaining something clearly in writing or speech.
• Teamwork and collaboration Core
  In the posting: “At Datadog, we place value in our office culture — the relationships and collaboration it builds and the creativity it brings to the table.” · “Independently coordinate cross-functional stakeholders through complex incidents and escalations, making the call on prioritization, response strategy, and w…” · “Identify recurring cloud infrastructure and product issues across incidents and escalations, and partner with Engineering to feed findings back and reduce re…”
  Show it by: Says what they did inside a team, not only what 'we' did; Shows how a disagreement was handled.
• Ownership and accountability Core
  In the posting: “We're looking for experts with a background in incident management and escalation handling to provide fast incident response, clear ownership, and calm, conf…” · “Own the response and keep customers and internal teams informed throughout.” · “Independently coordinate cross-functional stakeholders through complex incidents and escalations, making the call on prioritization, response strategy, and w…”
  Show it by: Takes a task from start to finish without being chased; Owns a mistake and what was changed after it.
• Leadership and mentoring Core
  In the posting: “Independently coordinate cross-functional stakeholders through complex incidents and escalations, making the call on prioritization, response strategy, and w…” · “Own communications during active incidents, including sensitive, large-scale, and publicly visible events, adapting the message for customers, internal teams…” · “Mentor peers on incident and escalation management best practices, and contribute to interviewing and hiring.”
  Show it by: Describes setting direction or a standard others followed; Names someone they coached and what changed for them.
• Customer focus Core
  In the posting: “IEM exists to continuously improve Datadog's overall customer experience during incidents and other critical moments.” · “We're looking for experts with a background in incident management and escalation handling to provide fast incident response, clear ownership, and calm, conf…” · “In this individual contributor role, you will play a key part in customer communication, technical engagement, and incident management for our global customers.”
  Show it by: Puts the customer's need in their own words; Shows a result for the customer, not only for the company.
• Planning and organisation Core
  In the posting: “The Incident and Escalation Management team (IEM) is part of Datadog's Global Support Engineering (GSE) organization.” · “Independently coordinate cross-functional stakeholders through complex incidents and escalations, making the call on prioritization, response strategy, and w…” · “Experience driving projects from conception through delivery, with strong problem-solving skills and the ability to operate effectively in a fast-paced envir…”
  Show it by: Shows how priorities were set when everything was urgent; Mentions deadlines met and how.
• Problem solving Core
  In the posting: “Experience driving projects from conception through delivery, with strong problem-solving skills and the ability to operate effectively in a fast-paced envir…” · “It brings applications, infrastructure, data, models, and security into one place, using AI to detect and resolve issues before they impact customers.”
  Show it by: Describes a real problem, the options considered and the one chosen; Shows how the cause was found, not just the fix.
• Adaptability and learning Core
  In the posting: “Own communications during active incidents, including sensitive, large-scale, and publicly visible events, adapting the message for customers, internal teams…” · “Ability to correlate behaviors across known system interdependencies, assess customer and technical impact, and make sound decisions while remaining calm in …”
  Show it by: Describes learning something new quickly and using it; Shows a change of plan and how they adjusted.
• Stakeholder management Core
  In the posting: “Independently coordinate cross-functional stakeholders through complex incidents and escalations, making the call on prioritization, response strategy, and w…” · “Experience independently coordinating cross-functional stakeholders and driving complex incidents and escalations toward resolution”
  Show it by: Shows how they aligned people with different goals; Explains how they handled a 'no' from someone senior.
• Data and analysis Supporting
  In the posting: “It brings applications, infrastructure, data, models, and security into one place, using AI to detect and resolve issues before they impact customers.”
  Show it by: Uses a number to describe the situation or the result; Explains what the data showed and what was done with it.

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