Incident and Escalations Manager 3 - Sao Paulo

Director, Technical Support Engineering

Datadog

Datadog is seeking a strategic, results oriented Director to lead and scale our Technical Support Engineering (TSE) organization across LATAM. This leader will be responsible for strengthening and expanding our regional support presence, building high-performing teams, and ensuring operational excellence as we continue our rapid growth.You will lead a team of managers and support engineers in our LATAM region, partnering cross-functionally to deliver exceptional customer outcomes and consistent global standards.   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:  * Lead, develop, and scale a multi-country Technical Support Engineering organization across LATAM * Evaluate and launch new support locations within LATAM as customer growth requires * Act as the owner for your team’s metrics and performance - partnering closely with upper management and HR on performance management and employee issues * Provide strategic guidance and oversight to Managers on regional projects, ensuring their successful and timely completion. * Lead regional hiring efforts to attract and retain top technical talent in competitive LATAM markets. Ensure that all quarterly hiring targets for the region and functional area are met * Ensure the successful onboarding and development of Technical Support Engineers * Drive cross-functional projects or initiatives to improve team productivity, process, or procedure * Collaborate with internal teams and customers on high-priority escalations/incidents and act as a resource to resolve escalations from team members as necessary * Conduct regular 1:1’s with team members to provide constructive feedback and skills development. * Liaise with other groups throughout the organization (Sales, Customer Success, Engineering, Product) to tackle urgent matters, and to implement workflow improvements that help ensure smooth overall operation   Who You are: * 8+ years of experience in Technical Support, Solutions Engineering, or a related technical customer-facing function * 5+ years of experience leading manager of managers in a multi-layered organization * Proven experience building or scaling teams from zero in new locations or emerging markets * Experience managing teams across multiple countries, with demonstrated ability to navigate cultural and operational differences * Strong familiarity with LATAM customer segments and regional business nuances * Demonstrated ability to implement consistent performance standards across distributed teams * A critical thinker who defaults to a customer-centric approach. * Passionate about using analytics to drive informed decision-making and optimize processes. * Someone with a high EQ and soft skills. * Able to work a rotating schedule that requires weekend availability * Bonus Points:  * Knowledge of current monitoring solutions, DevOps tooling, and related technologies * Previous experience working in a hyper growth organization * CS or Engineering degree   Datadog values people from all walks of life. We understand not everyone will meet all the above qualifications on day one. That's okay. If you’re passionate about technology and want to grow your skills, we encourage you to apply.   Benefits and Growth: * Generous and competitive global and US benefits * New hire stock equity (RSUs) and employee stock purchase plan * Continuous career development and pathing opportunities * Product training to develop an in-depth understanding of our product and space * Best in breed onboarding * Internal mentor and buddy program cross-departmentally * Friendly and inclusive workplace culture   Benefits and Growth listed above may vary based on the country of your employment and the nature of your employment with Datadog. #LI-Hybrid ---------------------------------------------------------------------------------------------------------------------------------- About Datadog:  Datadog is the leading observability and security platform for the AI era, providing businesses with unified visibility across the technology stack to manage complexity at scale. It brings applications, infrastructure, data, models, and security into one place, using AI to detect and resolve issues before they impact customers. Trusted globally by Fortune 500 companies and high-growth AI leaders, Datadog enables businesses to move faster with clarity and confidence. Learn more about #DatadogLife on Instagram, LinkedIn, and Datadog Learning Center. ---------------------------------------------------------------------------------------------------------------------------------- Equal Opportunity at Datadog: Datadog is proud to offer equal employment opportunity to everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, and other characteristics protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Here are our Candidate Legal Notices for your reference.  Datadog endeavors to make our Careers Page accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please complete this form. This form is for accommodation requests only and cannot be used to inquire about the status of applications.  Privacy and AI Guidelines: Any information you submit to Datadog as part of your application will be processed in accordance with Datadog’s Applicant and Candidate Privacy Notice. For information on our AI policy, please visit Interviewing at Datadog AI Guidelines.

Senior Security Incident Responder

WPP

WPP is the trusted growth partner for the world’s leading brands.  We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counsel in a single company – powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth.    We work with the world's most valuable brands and have global reach across 100+ markets, with deep local expertise.   Our people are the key to our success. We're committed to fostering a culture of creativity, belonging and continuous learning, attracting and developing the brightest talent, and providing exciting career opportunities that help our people grow.    For more information, visit WPP.com.   Why we're hiring: The Senior Security Incident Responder is a lead technical authority for incident response execution, responsible for handling the most complex, high-impact, and business-critical security incidents across WPP. The role does not have line management responsibility; people management remains with the Security Incident Management Lead. What you'll be doing: * Advanced Incident Detection, Analysis & Response. * Lead investigations for high-severity and complex security incidents. * Perform deep technical analysis using SIEM, SOAR, EDR/XDR, identity, email, and cloud telemetry. * Execute and oversee containment, eradication, and recovery actions. * Serve as the primary escalation point for complex incidents. * Coordinate with Legal, Privacy, Risk, Technology Operations, and agency teams. * Provide clear technical updates to senior stakeholders. * Lead forensic evidence collection, preservation, and analysis. * Ensure documentation and artefacts are audit-ready. * Support external forensic or law-enforcement engagement when required. * Quality Assurance, Playbook Maturity & Continuous Improvement * Improve incident response playbooks and SOPs. * Lead or support post-incident reviews and ensure actions are tracked. * Mentor Security Incident Responders without line management responsibility. * Partner with Detection Engineering, Threat Intelligence, Automation, and VM teams. * Identify opportunities for automation and response optimisation.   What you'll need: * Extensive hands-on experience responding to enterprise-scale security incidents. * Deep technical expertise across SIEM, SOAR, EDR/XDR, identity, email, and cloud platforms. * Strong forensic, investigation, and root cause analysis skills. * Ability to operate calmly under pressure and communicate clearly. * Experience acting as incident commander or senior escalation point. * Familiarity with MITRE ATT&CK and threat-led response. * Relevant certifications (GCIH, GCFA, GCED, CISSP). * Fluent in written and spoken English   Who you are: You're open: We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are open-minded: to new ideas, new partnerships, new ways of working. You're optimistic: We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected. You're extraordinary: we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.   What we'll give you: Passionate, inspired people – We aim to create a culture in which people can do extraordinary work. Scale and opportunity – We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry. Challenging and stimulating work – Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge? #LI-Hybrid  We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we’ve adopted a hybrid approach, with teams in the office around four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process. WPP is an equal opportunity employer and considers applicants for all positions without discrimination or regard to particular characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers. PLEASE READ OUR PRIVACY NOTICE (HTTPS://WWW.WPP.COM/EN/CAREERS/WPP-PRIVACY-POLICY-FOR-RECRUITMENT) FOR MORE INFORMATION ON HOW WE PROCESS THE INFORMATION YOU PROVIDE.

Major Incident Manager

Unknown Employer

TITLE: MAJOR INCIDENT MANAGER STATUS: EXEMPT REPORTS TO: MGR – IT SERVICE MANAGEMENT DEPARTMENT: IT – SERVICE MANAGEMENT JOB CODE: 10086 PAY RANGE: $102,000.00 - $125,000.00 ANNUALLY    GENERAL DESCRIPTION:   As a Major Incident Manager within the IT Operations department, you will manage our Major Incident Management Process across the entire organization. This includes facilitation of technical and application recovery bridges, documenting recovery timelines, executing playbooks for outages, ensuring teams follow incident protocols, and running point on incident communication plans. The Major Incident Manager will also manage the problem management process. This includes managing post major incident activities of root cause analysis, resulting action items, and updating documentation. TASKS, DUTIES, FUNCTIONS: 1. Ensuring flawless execution of the incident resolution process, with transparent communication that drives very high levels of internal/external customer satisfaction. 2. Creating, communicating, and executing the incident response strategy and actions for individual incidents. 3. Managing resources assigned to the incident and ensures the incident is receiving the proper support to drive resolution as quickly as possible. 4. Escalating, prioritizing, communicating, and coordinating high severity incidents ensuring adherence to the company’s incident response process. 5. Addressing incoming escalations from executives regarding the incident. 6. Ensuring all agreed to operational policies and procedures are adhered to and championing the incident response process in alignment with ITIL processes. 7. Driving the incident response process from detection through containment and eradication. 8. Leading the coordination with internal stakeholders through resolution of the incident and root cause analysis. 9. Closely partnering and collaborating with Infrastructure, Engineering, Operations, Technical Support, and Leadership to ensure alignment across the business. 10. Leading cross-functional post-incident process reviews to ensure continuous improvement of operations and execution. 11. Contribute to the improvement of the incident response process based on lessons learned. 12. Train and mentor staff on the incident response process. 13. Ensures that the Major Incident Management process is documented and updated. 14. Remains updated on the latest industry standards in the Major Incident Management process area. 15. Submits change requests to change management as required to eliminate know problems. 16. Recording, managing, and advancing the problem by escalating to the elevated level of expertise, if appropriate, by integrating with change management, incident management, and configuration management. 17. Creating tasks for other IT departments to work on the problem resolution 18. Monitors problem resolution and closure. 19. Analyses historical data to identify and eliminate potential incidents before they occur 16. Develops metrics and reporting requirements and maintains relevant SLA/KPI metrics for both the incident and problem processes. 17. Serve as backup and assistance for other ITSM process owners supporting change, asset and knowledge management. 18. Maintains a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position. 19.  Prior experience in a 24x7x365 operations environment. Experience with Mass notification tools desired 20. Performs other job-related duties as necessary.   PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS: 1. Effective oral and written communication skills required to train, direct, and evaluate staff, diagnose, correct and log computer projects and problems. 2. Strong organizational and time management skills; ability to articulate system methodologies and concepts; communicate effectively in providing technical guidance and expertise to other staff 3. Must possess sufficient manual dexterity to skillfully operate applicable computer hardware, a variety of hand tools and standard office equipment.   ORGANIZATIONAL CONTACTS & RELATIONSHIPS: 1. INTERNAL: All levels of staff and management 2. EXTERNAL: Vendors   QUALIFICATIONS: 1. EDUCATION: Bachelor’s degree in Computer Science, Management Information Systems or comparable discipline or equivalent work experience. 2. EXPERIENCE: * Bachelor’s degree in IT or related professional experience in field * 5+ years’ experience in the Information Security field, including operational security monitoring or incident response experience. * 3+ years managing, coordinating, and ensuring resolution of security issues. * Deep experience leading and responding to complex critical incidents security, availability, or customer experience incidents). * Broad information security knowledge, including some familiarity with key regulations and standards relating to security incident response (e.g., PCI-DSS, GDPR, ISO 27001). * Ability to manage and constantly triage multiple security incidents, differentiating urgent issues from the merely important. * Ability to stand back from a complex problem, logically assess the facts, and formulate a plan of action - even in the worst of situations. * Strong operational and services experience in a cloud services delivery environment. * Strong technical knowledge of complex systems, ideally in a cloud environment. * Strong technical understanding of network fundamentals and common Internet protocols. * Strong technical understanding of the information security threat landscape (attack vectors and tools, best practices for securing systems and networks, etc.). * Superior verbal and written communication skills, including the ability to effectively and clearly communicate complex scenarios to non-technical colleagues. * Strong ability to prioritize and complete multiple tasks during time critical and high-pressure situations * Excellent time management, communication, and emotional intelligence skills * Strong analytical skills to support the synthesis of knowledge and information out of abstract and varying types of data points PHYSICAL REQUIREMENTS: 1. Prolonged sitting throughout the workday to accomplish tasks. 2. Occasional travel may be required. 3. Lift and carry communications equipment and computer hardware weighing up to fifty pounds. 4. Corrected vision in the normal range required to configure, test, and troubleshoot network server hardware and data. 5. Hearing within normal range. 6. Must possess sufficient manual dexterity to skillfully operate applicable computer hardware, a variety of hand tools and standard office equipment. 7. May work additional work hours to accomplish tasks.   LICENSES/CERTIFICATIONS: 1. ITIL Foundation mandatory.   THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE. HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES. #LI-Hybrid