Associate Director, Escalation Management
About The Position
The Associate Director, Escalation Management leads Escalation Management for Services, including a team of Escalation Engineers who serve as the technical escalation point for implementation and support issues before L3 Engineering. The role owns ITIL-aligned Problem Management and Release Management practices for Services, prioritizes escalations across customers and product lines, drives root cause analysis and corrective actions, and runs cross-functional defect reviews with Product and Engineering. The position leads, coaches, and develops Escalation Engineers; ensures issues are triaged, reproduced, and documented; and prioritizes escalations based on customer impact, severity, business risk, and contractual commitments. It oversees problem records, known errors, workarounds, RCA reports, and corrective and preventive actions. The role also coordinates defect review forums, tracks fix status across releases and patches, and partners with Platform and Cloud Management on customer cloud upgrades. The Associate Director helps customers and Services resources understand differences between end-of-life and new-stack products, works with Product to address functionality gaps, reports on escalation and remediation activity, and leads communications for high-severity customer escalations. The position is remote in the United States and may require occasional travel.
Requirements
- Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent professional experience.
- 10+ years of experience in enterprise software support, escalation engineering, sustaining engineering, or technical services.
- 5+ years of experience leading technical teams.
- Hands-on experience with ITIL Problem Management, including root cause analysis, known error management, and RCA reporting.
- Working knowledge of ITIL Release Management, Deployment Management, and Change Enablement practices.
- Experience coordinating software releases, patches, or upgrades in cloud or SaaS environments.
- Experience running cross-functional defect triage or review forums with Product and Engineering.
- Ability to prioritize competing needs across a large customer base and lead through influence.
- Clear written and verbal communication with executives, customers, and technical staff.
- Communicate, cooperate, and function professionally and harmoniously with all levels of supervision, co-workers, visitors, and vendors.
- Demonstrate initiative, personal awareness, professionalism, and integrity, and maintain confidentiality.
- Follow applicable local, regional, and country employment laws and DeepHealth policies and procedures.
- Follow data privacy, compliance, safety, and confidentiality standards; practice universal safety precautions.
- Promote good public relations by phone and in person; adapt and be willing to learn new tasks, methods, and systems.
- Report to work regularly as scheduled, be punctual, and maintain satisfactory attendance in accordance with DeepHealth guidelines.
- Complete job responsibilities in a quality and timely manner.
- Be able to perform the essential duties and responsibilities with or without reasonable accommodation.
Nice To Haves
- Familiarity with ITIL standards and formal RCA methods such as 5 Whys, Ishikawa, Kepner-Tregoe, or fault tree analysis.
- Experience supporting migrations from legacy or end-of-life products to new platforms.
- Familiarity with medical imaging, radiology, or clinical software, including on-premise and hosted deployments.
- Experience with AWS, Azure, or GCP and multi-tenant SaaS operations.
- Proficiency with ITSM and issue tracking tools such as ServiceNow, Jira, or Salesforce Service Cloud.
Responsibilities
- Lead, coach, and develop Escalation Engineers, setting goals, priorities, and coverage across product lines and technology stacks.
- Ensure implementation and support issues are triaged, reproduced, and fully documented before escalation to L3 Engineering.
- Prioritize customer escalations based on impact, severity, business risk, and contractual commitments.
- Own Services’ ITIL Problem Management practice, including problem identification, problem control, and error control, with problem records, known errors, and published workarounds.
- Research, document, and publish root cause analysis reports, and drive corrective and preventive actions to completion with Engineering, Product, and Platform teams.
- Host recurring Defect Review Boards with each product line to agree on defect priority, target fix versions, and owners, and publish outcomes to Services stakeholders.
- Apply ITIL Release Management practices to track and communicate L3 ticket status and the product versions, patches, and hotfixes containing each fix.
- Partner with Platform and Cloud Management to schedule and sequence patch and release upgrades to customer cloud environments while minimizing customer impact.
- Help customers and Services resources understand differences between end-of-life and new-stack products, and work with Product to identify and close functionality gaps.
- Report on escalation volume, aging, fix status, upgrade schedules, and RCA outcomes, and lead communications for high-severity customer escalations.
- Perform other functions as assigned; management may add or change duties at any time.
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What This Job Offers
Job Type
Full-time
Career Level
Director
