MongoDB8 дней назад
Escalation Manager
Зарплата не указана
Dublin
Обязанности
- 01Manage a portfolio of high-impact, long-running escalations, driving them to resolution
- 02Map customer stakeholders, set and reset expectations, and maintain clear, consistent communication
- 03Collaborate with Engineering and Field leadership to secure resources and drive issue resolution
- 04Organize and lead internal and customer calls, ensuring alignment and progress across teams
- 05Maintain a regular communication cadence, including executive summaries for internal stakeholders
- 06Ensure timely delivery of commitments by proactively communicating risks or changes
- 07Deliver high-quality incident resolution focused on root cause analysis, prevention, and knowledge transfer
- 08Track and analyze escalation trends to contribute to continuous process improvements
- 09Lead or support initiatives that evolve escalation and incident management practices
Требования
- 013+ years managing highly technical customer escalations in the software industry
- 02Experience with managing and engaging customers throughout the case life history
- 03Skilled in conducting customer facing and internal technical root cause analysis
- 04Strong background in utilizing pager duty and managing incidents
- 05Strong troubleshooting and diagnostic skills with experience in distributed systems and advanced computing concepts
- 06Familiarity with Linux, cloud platforms (AWS, GCP, Azure), and database technologies
- 07Experience in corporate/vendor environments working with customers, stakeholders, and vendors
- 08High emotional intelligence, a customer-focused mindset, and a strong desire to help others
- 09Ability to quickly learn new technologies and think on your feet in complex situations
- 10Excellent communication skills (written and verbal) with experience engaging executives and translating technical issues for diverse audiences
Условия
- 01After onboarding, this role moves to a permanent Tuesday–Saturday schedule
- 02We are looking to speak to candidates who are based in Dublin for our hybrid working model