Director of Staff Engineering, Incidents and Escalations

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.

• 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.

• 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.