Associate Director, Escalation Management

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

📋 Description

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

• Ensure that implementation and support issues are triaged, reproduced, and thoroughly documented before being escalated to L3 Engineering.

• Prioritize escalations among customers based on their impact, severity, business risk, and contractual obligations.

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

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

• Research, document, and disseminate root cause analysis reports.

• Drive completion of corrective and preventive actions with Engineering, Product, and Platform teams.

• Facilitate regular Defect Review Boards for each product line and communicate outcomes to Services stakeholders.

• Implement ITIL Release Management practices to monitor and communicate the status of L3 tickets and fixes in product versions, patches, and hotfixes.

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

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

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

• Report on escalation volume, aging, fix status, upgrade schedules, and outcomes of root cause analyses.

• Lead communications for high-severity customer escalations.

• Travel occasionally as needed.

⛳️ Requirements

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

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

• More than 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 in ITIL Release Management, Deployment Management, and Change Enablement practices (required).

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

• Experience facilitating cross-functional defect triage or review forums with Product and Engineering (required).

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

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

• Familiarity with ITIL standards and formal RCA methodologies, such as 5 Whys, Ishikawa, Kepner-Tregoe, or fault tree analysis (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).

• Proficient with ITSM and issue tracking tools like ServiceNow, Jira, or Salesforce Service Cloud (preferred).

• Comply with all local, regional, and national employment laws.

• Adhere to data privacy, compliance, safety, and confidentiality standards.

• Capable of performing essential duties with or without reasonable accommodation.

🏝️ Benefits

• Flexible remote work arrangement.

• Occasional travel opportunities.

• Reasonable accommodations for physical demands.

• Application of company policies and procedures.

• Adherence to data privacy, compliance, safety, and confidentiality standards.