MongoDB18 days ago
Руководитель управления эскалациями
Salary not specified
MARKET
10,167 ₽median for this role
BI Analyst/Developer · 13 jobs with disclosed pay
5,250half of the offers: 9,167–14,16764,167
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Dublin
Responsibilities
- 01Collaborating with global leadership to architect and execute strategic plans for critical situations management
- 02Directing time-sensitive, high-severity production incidents to swift resolution
- 03Leading post-incident root cause analyses and fostering ongoing improvements across the broader Technical Services unit
- 04Partnering closely with sales, professional services, customer success, and other field organizations to address barriers to product adoption and expansion
- 05Engaging with managers and engineering personnel to proactively avert escalations by efficiently aligning resources to critical activities
- 06Coordinating with product management and core engineering divisions to address deep-seated product issues
- 07Working cross-functionally to champion continuous enhancement, ensuring customers experience MongoDB as a unified, seamless collective during critical situations
Requirements
- 01A minimum of 10 years of experience in a highly technical, post-sale leadership role within a software company
- 02At least 4 years leading Incident Response or Escalation Management functions, preferably with a global footprint
- 03Proven experience establishing company-wide frameworks for de-escalating high-severity issues
- 04Demonstrated success in recruiting, hiring, and mentoring high-performing regional and global teams
- 05Capability to manage deeply technical engineers and master intricate concepts related to MongoDB's cloud-based and on-premise product suites
- 06Proficiency in leading virtual and in-person customer sessions, including delivering executive presentations to groups of up to 30 stakeholders
- 07Strong people management background with a focus on career advancement within fast-paced, high-growth settings
- 08Extensive background managing escalations at substantial scale
What we offer
- 01Hybrid working model (based in Dublin or Cork)
- 02Global team with offices in Dublin, Milan, Barcelona, and Tel Aviv