Director, Escalation Management

Official role information

<p>At MongoDB, we are disrupting industries and equipping developers with the tools to create extraordinary applications that impact daily lives. As the leading developer data platform and the pioneering database vendor to execute an IPO in over two decades, we offer an environment at the cutting edge of creativity and innovation.</p> <p>The international data management software landscape is vast and expanding swiftly. Data from IDC indicates the global database management systems (DBMS) software market was valued at roughly $82 billion in 2023 and is projected to scale to approximately $200 billion by 2030, demonstrating an exceptional compound annual growth rate.</p> <p>We are looking to speak to candidates who are based in Dublin or Cork for our hybrid working model.</p> <h3>The Role &amp; Team Overview</h3> <p>We are seeking an accomplished technical leader to join our Technical Services organization as the head of the EMEA Incident &amp; Escalation Management teams. In this critical capacity, you will guide the teams responsible for ensuring our clients can smoothly operate MongoDB at scale and seamlessly navigate any technical hurdles.</p> <p>This position demands a leader who can maintain a hands-on approach—taking direct ownership of high-profile escalations that require coordinated corporate responses—while concurrently expanding the team, refining processes, and advancing strategic objectives within a global critical situations management framework.</p> <p>Team Overview: As an integral component of the Customer Organization, Technical Services boasts more than 500 global members across worldwide offices. We maintain industry-leading customer satisfaction metrics through a 24x7x365 'follow-the-sun' support framework, with specialized regional teams across the Americas, EMEA, and APAC. The EMEA team operates out of hubs including Dublin, Milan, Barcelona, and Tel Aviv.</p> <h3>Core Responsibilities</h3> <ul> <li>Collaborating with global leadership to architect and execute strategic plans for critical situations management, driving continuous refinement and evolution</li> <li>Directing time-sensitive, high-severity production incidents to swift resolution, reinforcing customer trust through exceptional service delivery</li> <li>Leading post-incident root cause analyses and fostering ongoing improvements across the broader Technical Services unit to prevent recurrence</li> <li>Partnering closely with sales, professional services, customer success, and other field organizations to address barriers to product adoption and expansion</li> <li>Engaging with managers and engineering personnel to proactively avert escalations by efficiently aligning resources to critical activities</li> <li>Coordinating with product management and core engineering divisions to address deep-seated product issues, advocating for essential feature enhancements and expedited bug fixes</li> <li>Working cross-functionally to champion continuous enhancement, ensuring customers experience MongoDB as a unified, seamless collective during critical situations</li> </ul> <h3>Candidate Profile</h3> <p>Required Qualifications</p> <ul> <li>A minimum of 10 years of experience in a highly technical, post-sale leadership role (such as Technical Services, Engineering, or DevOps) within a software company, demonstrating profound technical depth</li> <li>At least 4 years leading Incident Response or Escalation Management functions, preferably with a global footprint</li> <li>Proven experience establishing company-wide frameworks for de-escalating high-severity issues to optimize both client experience and internal efficiency</li> <li>Demonstrated success in recruiting, hiring, and mentoring high-performing regional and global teams</li> <li>Capability to manage deeply technical engineers and master intricate concepts related to MongoDB's cloud-based and on-premise product suites</li> <li>Proficiency in leading virtual and in-person customer sessions, including delivering executive presentations to groups of up to 30 stakeholders ranging from engineers to C-suite executives</li> <li>Strong people management background (overseeing both managers and individual contributors) with a focus on career advancement within fast-paced, high-growth settings</li> <li>Extensive background managing escalations at substantial scale (multiple cross-functional, globally-resourced incidents per week across sales, customer success, engineering, and product teams)</li> </ul> <h3>Desirable Attributes</h3> <ul> <li>Prior background as a software/systems engineer or DevOps professional; candidates should feel comfortable with command-line operations, query writing, and light programming given the highly technical nature of the platform</li> <li>Experience working within database companies, particularly in the NoSQL sector or with highly concurrent distributed systems in production environments</li> <li>Background implementing structured frameworks such as ITIL, Incident Command, and formal knowledge management systems</li> <li>Familiarity with cloud-native architectures (XaaS), with IaaS or PaaS experience highly valued</li> <li>Experience designing and monitoring operational dashboards and scorecards utilizing analytics tools like Tableau</li> </ul> <h3>Success Measures</h3> <p>First 30 Days</p> <ul> <li>Complete our technical onboarding program and build the capacity to articulate the value of our entire product portfolio confidently</li> <li>Navigate MongoDB's core technolo…

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