Director, Escalation Management

MongoDB
Dublin, Cork
Workplace: HybridFull timeFunction: Executive & General ManagementExperience: 10+ yearsSkills: ["Hands-on leadership","People management","Cross-functional collaboration","Executive communication","Root cause analysis"]

Lead the EMEA Incident & Escalation Management teams within Technical Services, ensuring clients can operate MongoDB smoothly at scale. Own high-profile, time-sensitive escalations and drive strategic improvements across critical situations management—combining hands-on incident leadership, incident/root-cause learning, and process evolution. Partner with sales, professional services, customer success, engineering, and product to prevent escalations and accelerate key fixes.

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FursaFursa
MongoDB
MongoDB
2 days ago

Director, Escalation Management

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Last checked: 3 hours agoStatus: Live

Job Summary

Lead the EMEA Incident & Escalation Management teams within Technical Services, ensuring clients can operate MongoDB smoothly at scale. Own high-profile, time-sensitive escalations and drive strategic improvements across critical situations management—combining hands-on incident leadership, incident/root-cause learning, and process evolution. Partner with sales, professional services, customer success, engineering, and product to prevent escalations and accelerate key fixes.
Location: Dublin, Cork
Workplace: Hybrid
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Director level

Key Responsibilities

  • •Collaborate with global leadership to architect and execute strategic plans for critical situations management, continuously refining the program.
  • •Direct time-sensitive, high-severity production incidents toward swift resolution and exceptional customer service delivery.
  • •Lead post-incident root cause analyses and drive improvements across Technical Services to prevent recurrence.
  • •Partner with sales, professional services, customer success, and other field teams to remove barriers to product adoption and expansion.
  • •Coordinate with product management and core engineering to address product issues and advocate for feature enhancements and expedited bug fixes.

Pay and Benefits

Perks:Parental Leave

Key Requirements

  • •10+ years of experience in a highly technical, post-sale leadership role (e.g., Technical Services, Engineering, or DevOps) with deep technical expertise.
  • •4+ years leading incident response or escalation management functions, preferably with a global footprint.
  • •Proven experience creating company-wide frameworks to de-escalate high-severity issues and improve both client experience and internal efficiency.
  • •Demonstrated success recruiting, hiring, and mentoring high-performing regional and global teams, including strong people management.
  • •Capability managing deeply technical engineers with mastery of intricate concepts across MongoDB cloud-based and on-premise product suites.
Experience:10+ yearsSoftware companyTechnical supportDevOpsDatabaseNoSQL
Skills:Hands-on leadershipPeople managementCross-functional collaborationExecutive communicationRoot cause analysis
Languages:English
Tech Stack:Command-lineQuery writingLight programmingTableau

Company Brief

MongoDB
Develops MongoDB, a leading general-purpose, document-based database platform that enables developers and enterprises to build scalable, high-performance applications with flexible data models and cloud-native capabilities.
Industry: Data Infrastructure
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: New York, United States
Founded: 2007
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