Director, Escalation Management

Mongodb

8 - 13 years

30 - 35 Lacs

gurugram bengaluru

Posted:1 day ago| Platform:

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Skills Required

product management career development escalation management technical services paas cloud mongodb customer experience professional services continuous improvement

Work Mode

Work from Office

Job Type

Full Time

Job Description

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

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