MongoDB7 дней назад

Руководитель управления эскалациями

Зарплата не указана

Dublin

Обязанности

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

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