Associate Director, Escalation Management

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Lead, mentor, and develop Escalation Engineers by establishing goals, priorities, and coverage across various product lines and technology stacks.

• Ensure that implementation and support issues are properly triaged, reproduced, and thoroughly documented prior to escalation to L3 Engineering.

• Prioritize escalations across clients based on customer impact, severity, business risk, and contractual obligations.

• Oversee the ITIL Problem Management practice for Services, which includes problem identification, problem control, and error control.

• Maintain records of problems, known errors, and published workarounds.

• Conduct research, documentation, and publication of root cause analysis reports.

• Drive corrective and preventive actions to completion in collaboration with Engineering, Product, and Platform teams.

• Facilitate regular Defect Review Boards with product lines and communicate outcomes to Services stakeholders.

• Implement ITIL Release Management practices to monitor and convey L3 ticket statuses and solutions in product versions, patches, and hotfixes.

• Collaborate with Platform and Cloud Management to schedule and coordinate patch and release upgrades for customer cloud environments.

• Assist customers and Services resources in understanding the differences between end-of-life products and new-stack offerings.

• Work alongside Product teams to identify and address functionality gaps.

• Report on escalation volumes, aging, fix statuses, upgrade schedules, and root cause analysis outcomes.

• Lead communications for high-severity customer escalations.

⛳️ Requirements

• Bachelor's degree in Computer Science, Information Systems, or a related discipline, or equivalent professional experience (required).

• Over 10 years of experience in enterprise software support, escalation engineering, sustaining engineering, or technical services (required).

• At least 5 years of experience leading technical teams (required).

• Practical experience with ITIL Problem Management, including root cause analysis, known error management, and RCA reporting (required).

• Proficient understanding of ITIL Release Management, Deployment Management, and Change Enablement practices (required).

• Experience in coordinating software releases, patches, or upgrades in cloud or SaaS environments (required).

• Proven experience in leading cross-functional defect triage or review forums with Product and Engineering (required).

• Ability to prioritize competing demands across a broad customer base and lead through influence (required).

• Strong written and verbal communication skills with executives, customers, and technical personnel (required).

• Familiarity with ITIL standards and formal RCA methodologies (preferred).

• Experience assisting with migrations from legacy or end-of-life products to new platforms (preferred).

• Knowledge of medical imaging, radiology, or clinical software, including both on-premise and hosted deployments (preferred).

• Experience with AWS, Azure, or GCP and multi-tenant SaaS operations (preferred).

• Proficiency in ITSM and issue tracking tools such as ServiceNow, Jira, or Salesforce Service Cloud (preferred).

• Adhere to all local, regional, and national employment laws.

• Comply with DeepHealth policies and procedures.

• Follow data privacy, compliance, safety, and confidentiality standards.

• Practice universal safety precautions.

• Maintain regular attendance and punctuality in accordance with DeepHealth guidelines.

🏝️ Benefits

• Occasional travel may be necessary.

• Reasonable accommodations available for essential functions.

• Remote work options available.