Director, Escalation Management

We have a fantastic opportunity for an experienced technical leader to join the MongoDB Technical Services team, leading the APAC Incident & Escalations Management Teams. This is a crucial leadership role that oversees the Asia Pacific teams that ensure our customers are able to successfully run MongoDB at scale and helps them navigate any bumps in the road they may encounter. This role relies on a technical leader who can operate both hands-on, taking ownership of high visibility escalations, often requiring whole-of-company response, while also building the teams and their processes, within a global critical situations management organization, to achieve strategic goals as MongoDB rapidly scales.

We are looking to speak to candidates who are based in Bengaluru or Gurugramfor our hybrid working model.

Typical responsibilities of the team include:

• Managing critical, seconds matter production down incidents to rapid closure, ensuring customer confidence is retained and enhanced by a world class experience
• Overseeing post-incident root cause analyses, including ongoing continuous improvement in the broader Technical Services organization to reduce the likelihood of recurrence
• Collaborating with the global leadership team to define and execute strategies for the critical situations management function, while contributing to its evolution and development through continuous improvement.
• Collaborating with sales, professional services, customer success and other field teams on addressing issues which may be impeding expansion of product use within an account
• Partnering with managers and engineers within the organization to proactively prevent escalations by aligning the right resource to the right activity at the right time
• Collaborating with the product management and engineering teams to address issues which necessitate attention from those teams (including advocating for feature requests and accelerated defect resolution, where appropriate)
• Working cross-functionally to drive continuous improvement, ensuring that from an outside in perspective, customers experience MongoDB as a single unified team during an incident

This is a role that requires technical competence with a tremendous amount of customer interface. Our customers are the best and brightest in the business and they have great expectations of our products and our company. If you are an experienced leader, the type of person who thrives in highly technical environments, enjoys helping customers, managing complex and fast-moving situations, and applying preparation and regular rehearsal to often complicated technical emergencies, this is the job for you.?

The Technical Services team is growing quickly. This leadership role will have a significant impact on the success of the global Incident & Escalations Management organization, helping to position our critical situations management capabilities for scale, efficiency and top-notch customer satisfaction.

Team Overview:

Technical Services has over 500 global team members in offices spanning the entire globe. The APAC team has offices in Gurugram, Bangalore, Singapore, Sydney etc. Outstanding customer satisfaction is achieved utilizing a 24x7x365 follow-the-sun support model with regional teams covering the Americas, EMEA, and APAC regions.

Candidate Profile: Required

• At least ten (10) years experience in a highly technical, post-sale leadership role at a software company in either a Technical Services, Engineering, or DevOps leadership role. Technical depth is a must.
• At least (4) years of experience in an Incident Response or Escalation Management leadership role, ideally within a global scope
• Experience in implementing whole-company high-severity issue de-escalation patterns that maximize customer experience and company efficiency
• Experience sourcing, hiring and developing regional/global teams
• Experience with implementing ITIL, Incident Command, and knowledge services
• Ability to manage deeply technical personnel and master complex concepts relating to MongoDBs cloud and on prem products and services
• Ability to support virtual and on-site meetings with customers, and competently manage a presentation to a group of up to 30 people who possess varying role levels (from engineers to C-level executives)
• Prior people management experience (managers and ICs) with a focus on career development in a high-growth, rapidly changing corporate environment
• Experience managing escalations at scale (multiple escalations per week spanning global resources), as well as managing cross-functional response (sales, customer success, support, professional services, engineering, product management)

Desirable

• Prior experience as a software or systems engineer or DevOps expert is desirable, as MongoDB is a highly technical platform product and successful candidates typically are comfortable with light programming, writing queries, and operating in a command shell
• Prior work at a database company, specifically in the NoSQL market, or a similar highly concurrent distributed system used in production architectures
• Born-in-the-cloud XaaS experience; IaaS or PaaS highly desirable
• Experience producing management dashboards and scorecards using tools like Tableau

Success Measures:

Within 30 days

• Complete our new hire technical training program; be able to speak confidently about our total portfolio of products
• Be able to navigate our core products at a beginner level
• Build a strong understanding of the architectural intricacies of our cloud platform products and services
• Network with Peers across Technical Services, Customer Success, Development and Product Management
• Conducts listening sessions amongst regional and global leaders about areas for improvement in the incident and escalation management program
• Established connections with regional peers in EMEA and AMER, having become an active participant in the Incident & Escalations Management global leadership team.

Within 60 days

• Understands our global follow-the-sun processes and escalation processes
• Initiates 1on1s with key stakeholders across field-facing and product development organizations to build cross-functional relationships and maintain consistent communications about escalations current and recently closed (e.g. covering specific account details, strategy, overall wellness of the program)
• Is able to handle a minor process escalation independently
• Begin conducting regular 1on1s with staff of escalation managers as well as other managers within Technical Services

Within 90 days

• Demonstrates ability to handle more complex escalations and emergency situations
• Implements effective bi-directional communication between the escalation management team and the global management team
• Start contributing to the tactical continuous improvement of the critical situations management function

At 120 days and onward?

• Conducts three on-site interviews with enterprise customers who have recently experienced a high-severity (business-impacting) issues, make at least one change to process and/or systems to improve future customer experience
• Produces growth plans for the Americas team of regional managers of escalations and their escalation managers
• Assumes ownership of strategic initiatives facilitating the evolution of the critical situation management function