# Director, Escalation Management

**Company:** [MongoDB](https://hotfix.jobs/companies/mongodb)
**Location:** Dublin, Ireland
**Role:** Engineering Management
**Experience:** 10+ years
**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
**Posted:** 2026-08-12

> 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.

## Job Description

## 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.

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