Director, Escalation Management
About The Position
The 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 leads cross-functional defect reviews with Product and Engineering. The director leads, coaches, and develops Escalation Engineers; ensures issues are triaged, reproduced, and documented before escalation; and prioritizes work based on customer impact, severity, business risk, and contractual commitments. The role owns Services Problem Management, including problem records, known errors, and published workarounds, and drives corrective and preventive actions with Engineering, Product, and Platform teams. The position also convenes recurring Defect Review Boards, applies Release Management practices to track L3 ticket status and fixes in product versions, patches, and hotfixes, and partners with Platform and Cloud Management to schedule upgrades to customer cloud environments. The director helps customers and Services resources understand transitions from end-of-life products to new-stack products, reports on escalation and fix metrics, and leads communications for high-severity customer escalations. This is a remote position in the United States and may require occasional travel. Other duties may be assigned, and management may add or change duties. The role is expected to follow company policies, applicable laws, privacy, compliance, safety, and confidentiality standards, and to complete responsibilities professionally, reliably, and on time.
Requirements
- Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent professional experience.
- 10 or more years of experience in enterprise software support, escalation engineering, sustaining engineering, or technical services.
- 5 or more years 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 skills with executives, customers, and technical staff.
- Ability to perform essential duties and responsibilities with or without reasonable accommodation.
- Professional conduct, integrity, confidentiality, adaptability, and willingness to learn new tasks, methods, and systems.
- Regular scheduled attendance and punctuality.
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 the ITIL Problem Management practice for Services, including problem identification, problem control, error control, 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 product lines to agree on defect priorities, 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 fixes.
- 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.
- Lead communications for high-severity customer escalations.
- Follow applicable laws, DeepHealth policies and procedures, and data privacy, compliance, safety, and confidentiality standards.
- Complete job responsibilities in a quality and timely manner and maintain regular, punctual attendance.
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What This Job Offers
Job Type
Full-time
Career Level
Director
