Director, Escalation Management

DeepHealth•Somerville, MA

1d•Remote

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 sets team goals, priorities, and coverage; ensures escalations are properly triaged, reproduced, and documented; and coordinates defect priorities, fix versions, and ownership. The role partners with Engineering, Product, Platform, and Cloud Management to drive corrective and preventive actions and sequence patches and upgrades for customer cloud environments. It also reports on escalation and resolution status, communicates high-severity escalations, and helps customers and Services teams navigate transitions from end-of-life products to new platforms. This is a remote position in the United States. Occasional travel may be required. The employee must be able to perform the essential duties and responsibilities with or without reasonable accommodation.

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 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.

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 escalations across customers based on customer 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 Board meetings 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 communication for high-severity customer escalations.
Follow DeepHealth policies and procedures, applicable laws, and data privacy, compliance, safety, and confidentiality standards.
Maintain professional and harmonious working relationships, adapt to new tasks and systems, attend work regularly and punctually, and complete responsibilities in a quality and timely manner.