Director, Escalation Management
Leads MongoDB’s EMEA Incident and Escalation Management teams, directing high-severity customer incidents while building global processes, teams, and continuous-improvement programs. Requires 10+ years in technical post-sale leadership and 4+ years leading incident response or escalation functions.
About the job
Responsibilities
- Collaborate with global leadership to 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 drive improvements to prevent recurrence.
- Partner with sales, professional services, customer success, product management, engineering, and other field organizations to resolve customer barriers and product issues.
- Align managers and engineering personnel to critical activities and proactively prevent escalations.
- Advocate for feature enhancements and expedited bug fixes.
- Champion cross-functional continuous improvement during critical situations.
- Recruit, hire, mentor, and develop high-performing regional and global teams.
- Lead customer sessions and executive presentations for technical and business stakeholders.
Requirements
- 10+ years of experience in a highly technical, post-sale leadership role such as Technical Services, Engineering, or DevOps within a software company.
- 4+ years leading Incident Response or Escalation Management functions, preferably globally.
- Experience establishing company-wide frameworks for de-escalating high-severity issues.
- Experience managing managers and individual contributors and supporting career advancement.
- Experience managing multiple cross-functional, globally resourced incidents per week.
- Ability to manage deeply technical engineers and understand MongoDB’s cloud-based and on-premise product suites.
- Ability to lead virtual and in-person customer sessions, including executive presentations to groups of up to 30 stakeholders.
Nice-to-haves
- Software or systems engineering or DevOps background.
- Comfort with command-line operations, query writing, and light programming.
- Experience with database companies, NoSQL, or highly concurrent distributed systems in production.
- Experience implementing ITIL, Incident Command, and formal knowledge management systems.
- Familiarity with cloud-native architectures, XaaS, IaaS, or PaaS.
- Experience designing and monitoring operational dashboards and scorecards with analytics tools such as Tableau.
Compensation and Benefits
- MongoDB offers employee development and support programs, including employee affinity groups, fertility assistance, and parental leave benefits.
Skills
Incident Response, Escalation Management, DevOps, MongoDB, NoSQL, Distributed Systems, Itil, Incident Command, Knowledge Management, Cloud-Native Architecture, Iaas, Paas, Tableau, Root Cause Analysis, Command-Line Operations
Similar jobs
Engineering Management jobs
MongoDB
Cork, IrelandLeads and grows a senior SRE team responsible for the reliability, durability, capacity, and operational safety of MongoDB Atlas’s multi-tenant cloud storage layer. The role combines people management, technical strategy, hands-on architecture, and large-scale distributed systems operations.
Harvey
Dublin, Ireland
Leads and builds a Dublin-based team responsible for internal applications, enterprise integrations, and AI enablement. Requires 7+ years of hands-on enterprise engineering, 2+ years of management, modern programming expertise, and production experience with APIs, SaaS systems, and AI agents.
Twilio
Ireland
Leads a senior engineering team responsible for highly reliable, low-latency voice media infrastructure at global scale. The role requires engineering management experience, distributed-systems expertise, backend architecture skills, and familiarity with real-time communications or media processing.
MongoDB
Cork, IrelandLeads the Server Ingress Security team, managing engineers while guiding the design and operation of security-critical networking services in Rust. The role requires substantial systems software experience, engineering management expertise, and strong judgment in security-sensitive domains.
MongoDB
Cork, IrelandLeads and grows a new engineering team building MongoDB Atlas data federation and archiving capabilities. The role combines people management with hands-on architecture and development of large-scale distributed backend and storage systems.