Director, Escalation Management
MongoDBDatabase Software company
Dublin, IrelandDirector
In-Q-Tel
Intel Capital
Sequoia Capital
Flybridge Capital Partners
New Enterprise Associates (NEA)
Red Hat
Operations & Strategy
About the role
TL;DR
Director of Escalation Management to lead EMEA teams, resolve critical incidents, and refine global critical situations management.
- •Lead the EMEA Incident & Escalation Management teams, ensuring clients can operate MongoDB at scale and navigate technical hurdles.
- •This role requires a hands-on leader to manage high-profile escalations while refining processes and advancing strategic objectives.
- •Key Responsibilities Architect and execute strategic plans for critical situations management.
- •Direct time-sensitive, high-severity production incidents to swift resolution.
- •Lead post-incident root cause analyses and foster ongoing improvements.
- •Partner with sales, professional services, and customer success to address barriers to product adoption.
- •Coordinate with product management and engineering to address product issues and advocate for enhancements.
- •Requirements 10+ years in a technical, post-sale leadership role (Technical Services, Engineering, DevOps). 4+ years leading Incident Response or Escalation Management functions.
- •Proven experience establishing company-wide frameworks for de-escalating high-severity issues.
- •Demonstrated success in recruiting, hiring, and mentoring high-performing teams.
- •Capability to manage deeply technical engineers and understand intricate MongoDB concepts.
Required skills
Technical LeadershipMongoDBAWSGoogle CloudAzureStrategic PlanningCross-functional Leadership
Nice-to-have skills
PythonJavaScriptTableau
Tech stack
MongoDBAWSGoogle CloudAzureTableau