Critical Incident and Escalation Director (Hybrid, Linz,)

Dynatrace exists to make software work perfectly. Our platform combines broad and deep observability and continuous runtime application security with advanced AIOps to provide answers and intelligent automation from data. This enables innovators to modernize and automate cloud operations, deliver software faster and more securely, and ensure flawless digital experiences.

Your role at Dynatrace

The Critical Incident and Escalation Director is responsible for leading the organization's response to high-impact incidents and managing escalations to ensure swift resolution and minimal disruption to operations. This role involves developing and implementing incident management strategies, coordinating with various stakeholders, and overseeing the escalation process to address and resolve complex issues effectively.

Key Responsibilities:

• Incident Management:
• Lead and coordinate the response to critical incidents, including product or vendor outages, security breaches, and other major disruptions.
• Develop and implement incident management processes, procedures, and best practices to ensure timely and effective resolution.
• Conduct post-incident reviews to identify root causes, document lessons learned and recommend improvements.
• Escalation Management:
• Oversee the escalation process for unresolved or complex issues, ensuring they are addressed promptly and effectively.
• Collaborate with senior leadership and cross-functional teams to manage high-priority escalations and ensure proper communication.
• Strategy and Planning:
• Develop and maintain incident response and escalation plans, including crisis communication strategies and recovery plans.
• Analyze incident trends and escalate patterns to identify areas for improvement and implement preventive measures.
• Stakeholder Communication:
• Serve as the primary point of contact for critical incidents and escalations, providing timely updates and information to stakeholders, including senior leaders, DLT, and internal and external customers.
• Coordinate with internal teams, external vendors, as needed to manage incidents and escalations.
• Program Leadership:
• Lead process and protocol for Technical Support Engineers and leaders involved in a critical incident by providing guidance, training, and support.
• Foster a culture of continuous improvement and accountability within the incident management and escalation teams.
• Compliance and Reporting:
• Ensure that incident and escalation management practices comply with relevant regulations, standards, and organizational policies.
• Prepare and present incident and escalation reports to senior management, highlighting key metrics, trends, and areas for improvement.

What will help you succeed

Minimum Qualifications:

• Bachelor's degree in information technology, Business Administration, or a related field (Master's degree preferred).
• 4+ years of experience in incident management, escalation management, or a related field.
• 4+ years of experience with IT systems, infrastructure, and operations.
• 4+ years of experience with incident management tools and frameworks (e.g., ITIL, NIST).
• 4+ years of leadership experience.

Preferred Qualifications:

• Effective communication and interpersonal skills, with the ability to manage stakeholder expectations and coordinate across teams.
• Excellent problem-solving, analytical, and decision-making skills.
• Certifications in incident management or related areas (e.g., ITIL, CISSP).
• Experience in a similar role within a large, complex organization.
• Familiarity with regulatory requirements and compliance standards relevant to the industry.

Working Conditions:

• Full-time position with occasional on-call availability for critical incidents.
• May require travel or extended hours during major incidents or crises.

This role can work in a Hybrid work model inLinsz, Gdansk, Vienna, or Barcelona

Dynatrace believes that potential is defined by more than qualifications or background. If you're passionate about this job, working in a tech environment, and are eager to learn, we invite you to apply.

Why you will love being a Dynatracer

Salary, DOE, plus Health, Dental, Life, STD, LTD, 401k, PTO. Total compensation may vary depending on candidate experience, education and location.

All your information will be kept confidential according to EEO guidelines.

Life at Dynatrace

The Culture Decoder is our guiding compass that defines our culture, steers us toward our goals, and amplifies the value we create together.

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We're an equal opportunity employer and embrace all applicants. Dynatrace wants YOU-your diverse background, talents, values, ideas, and expertise. These qualities are what make our global team stronger and more seasoned. We're fueled by the diversity of our talented employees.

More information

Dynatrace LLC (Dynatrace) does not accept unsolicited agency resumes. Please do not forward unsolicited agency resumes to our website or to any Dynatrace employee. Dynatrace will not pay fees to any third party agency or firm and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered property of Dynatrace.

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