Director, Escalation Management

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

📋 Description

• Oversee, mentor, and enhance the skills of Escalation Engineers, establishing objectives, priorities, and coverage across various product lines and technology stacks.

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

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

• Take ownership of the ITIL Problem Management practice for Services, encompassing problem identification, control, and error management.

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

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

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

• Facilitate regular Defect Review Boards with product lines to determine defect priority, target fix versions, and responsible owners.

• Communicate Defect Review Board results to Services stakeholders.

• Implement ITIL Release Management practices to monitor and convey L3 ticket statuses and fixes included in product releases, patches, and hotfixes.

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

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

• Collaborate with Product teams to identify and address functionality gaps.

• Provide reports on escalation volume, aging, fix status, upgrade timelines, 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).

• 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).

• Working knowledge 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 teams (required).

• Ability to balance competing needs 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 supporting transitions from legacy or end-of-life products to new platforms (preferred).

• Familiarity with 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).

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

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

• Must be capable of performing essential duties and responsibilities with or without reasonable accommodation.

🏝️ Benefits

• Occasional travel may be required.

• Reasonable accommodation for physical demands.