Director of Escalation Management
Job Summary
Leading a team of Escalation Engineers, the remote Director of Escalation Management will oversee technical escalations for implementation and support issues, manage ITIL-aligned Problem and Release Management practices, and drive root cause analyses while prioritizing escalations across customers and product lines.
Key responsibilities
- Lead, coach, and develop Escalation Engineers, setting goals and priorities across product lines
- Own the ITIL Problem Management practice, including problem identification and root cause analysis
- Host a recurring Defect Review Board to prioritize defects and communicate outcomes to stakeholders
Required qualifications
- Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent experience
- 10+ years of experience in enterprise software support or technical services
- 5+ years of experience leading technical teams
- Hands-on experience with ITIL Problem Management and root cause analysis
- Experience coordinating software releases in cloud or SaaS environments
Complete Job Description
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