Director, Escalation Management

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

📋 Description

• Lead, mentor, and develop Escalation Engineers, establishing objectives, priorities, and coverage across various product lines and technological frameworks.

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

• Assess and prioritize escalations based on customer impact, severity, business risk, and contractual obligations.

• Oversee the ITIL Problem Management process for Services, including problem identification, control, and error management.

• Keep problem records, known errors, and published workarounds up to date.

• Conduct research, document findings, and publish 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 each product line and share outcomes with Services stakeholders.

• Utilize ITIL Release Management practices to monitor and communicate the status of L3 tickets and fixes included 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 teams in understanding the distinctions between end-of-life and new-stack products.

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

• Provide reports on escalation volume, aging, fix status, 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 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 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 running cross-functional defect triage or review forums with Product and Engineering teams (required).

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

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

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

• Experience in supporting 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).

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

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

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

• Must be able to perform essential duties and responsibilities, with or without reasonable accommodation.

🏝️ Benefits

• Occasional travel may be required.

• Reasonable accommodation for physical demands.