Director of Staff Engineering, Incidents and Escalations

• *Your role at Dynatrace**
• -------------------------

The Director of Staff Engineering, Incidents and Escalations is a critical part of the global team, representing these functions locally as the lead in APAC. The director will be responsible for helping shape and define the build out of the newly formed staff engineering function while continuing to guide and mature the existing local incident and escalation team and function.

The director will be a local trusted partner of business stakeholders in the toughest customer support escalations, a composed leader during incidents while overseeing local staff engineers to create predictability and standardization.

Location: Bangalore

Reports To: Sr Director, Global Incident \& Escalation Management

• *Key Responsibilities:**

• *Incident Management:**

• Lead and coordinate the response to critical incidents, including product or vendor outages, security breaches, and other major disruptions.
• Improve existing incident management processes, procedures, and best practices to ensure timely and effective resolution.
• Ensure continuous improvement by contributing to post mortems, actioning learnings and implementing changes as a result of trend analysis.

• *Escalation Management:**

• Oversee the local support escalation response ensuring escalations are handled effectively and appropriately by the team.
• Collaborate with senior leadership and cross\-functional teams to manage high\-priority escalations and ensure proper communication.
• Identify and implement opportunities to avoid and prevent escalations, ensuring stakeholders are held accountable to improve.

• *Staff Engineering**

• Shape and contribute to the evolving strategy and implementation of the global staff engineering function.
• Lead and coach the local staff engineering team, guiding them through change and uncertainty. Ensure engineers are following established processes and tracking to defined measurements of success.
• Drive improvements through Support Excellence and Staff Engineering in the form of process improvements, proactive product feedback etc.

• *Stakeholder Communication:**

• Serve as the regional leadership point of contact for staff engineers, critical incidents and escalations.
• Coordinate with global counterparts in other regions where issues require global coverage across all teams within support.

• *What will help you succeed**
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• Bachelor’s degree in information technology, Business Administration, or a related field (Master's degree preferred).
• Proven experience in staff engineering, incident management, escalation management, or a related field, with a track record of leading complex incident resolution efforts.
• Strong understanding of IT systems, infrastructure, and operations.
• Excellent problem\-solving, analytical, and decision\-making skills.
• Effective communication and interpersonal skills, with the ability to manage stakeholder expectations and coordinate across teams.
• Experience with incident management tools and frameworks (e.g., ITIL, NIST).
• Leadership experience, with the ability to mentor and motivate a team.

Preferred Qualifications

• 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.

• *Why you will love being a Dynatracer**
• ---------------------------------------

• Dynatrace is a leader in **unified observability** and **security** .
• We provide a culture of excellence with competitive compensation packages designed to recognize and reward performance.
• Our employees work with the largest cloud providers, including AWS, Microsoft, and Google Cloud, and other leading partners worldwide to create strategic alliances.
• You'll get to work at the forefront of innovation with **Dynatrace Intelligence** —the industry's first agentic operations system. Bringing together deterministic and agentic AI, it helps teams understand what's happening, why it matters, and what to do next— automatically.
• Over 50% of the Fortune 100 companies are current customers of Dynatrace.
• *Note to Recruiters and Agencies** : Thank you for your interest in Dynatrace. Please note that **we do not accept unsolicited agency resumes** —do not forward them via our website or directly to Dynatrace employees. Dynatrace will not pay fees for unsolicited resumes, and any resumes received this way will be considered the property of Dynatrace.

• *Benefits and work\-life perks**
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We offer best\-in\-class core rewards, including paid time off, financial security benefits, retirement savings plans, and health insurance. Beyond that, you’ll get other benefits and work\-life perks designed to make your ride with us even more rewarding.

#### **Mental health support**

Our Employee Assistance Program, powered by Telus Health, offers support for you and your family members.

#### **Wellness Days**

Four company\-designated extra paid days off for you to recharge batteries.

#### **Flexibility**

Our hybrid working model and flexible working hours offer you the flexibility you need.

#### **AI\-driven workflows**

Use AI as your daily teammate to automate tasks and focus on what matters.

#### **Learn \& develop**

Company\-wide learning perks, designated team's learning days, and more.

#### **Volunteering day**

A day of paid volunteer time to support a community or cause you care about.

#### **Regular team events**

We host Global Culture Parties, Family \& Friends at Work Day, Global Breakfasts, Green Weeks, Pride Month, and beyond!

#### **International vibe**

Most of our offices and teams are proudly multicultural. English is our shared language, but we embrace and learn from each other's cultures.

Rewards vary depending on your employment type. Some benefits and perks also differ by location — explore your city to see what’s available there.

• *About Dynatrace**
• ------------------

Dynatrace (NYSE: DT) is the leading AI\-powered observability and security platform. We're advancing observability for today's digital businesses, helping transform modern digital ecosystems' complexity into powerful business assets.

Our AI\-driven insights cut through the noise, allowing customers to focus on what truly matters by automating manual tasks and resolving issues with pinpoint accuracy. Dynatrace offers simplicity, clarity, and reliability at scale to ensure teams can make informed decisions, minimize downtime, and drive their business forward with confidence.