Escalation Manager
MongoDB · Hawaii
About this role
**Role: Escalation Manager (Critical Situation Management)** ## Role logistics - **Citizenship requirement:** FedRAMP customers require **US citizenship** due to the sensitive nature of data. - **Schedule:** **Saturday–Wednesday, 9:00 AM–5:00 PM (local time)** - **Compensation:** **16% increase to base salary** due to the weekend schedule. - **Location:** Looking for candidates **based in Hawaii**. ## About the role The **Escalation Manager** is a critical role within **Technical Services**, supporting MongoDB’s **Incident and Escalation Management** team. You’ll coordinate with **Engineering, Services, Sales, Product Management**, and partner teams, and work directly with **customers and partners** to drive resolution of critical technical issues. You’ll lead high-pressure situations with transparency—providing **timely, accurate updates** to senior management and ensuring clear communication around **customer account status**. > **Note:** This is a **senior individual-contributor** role (not a technical responder role). You must be technically fluent enough to understand impact and communicate credibly, while the **Technical Lead owns investigation and mitigation**. When assigned, you serve as **Incident Commander** under the applicable operating model. ## What you’ll do - Lead **Critical Situation Management** for the highest-complexity customer incidents and escalations. - When assigned, **take Incident Command**: define roles, decision rights, priorities, cadence, action tracking, and escalation paths. - Bring order to ambiguity: make timely coordination decisions with incomplete/changing information and keep focus on **customer-impacting outcomes**. - Orchestrate cross-functional teams (Technical Services, Engineering, Product, Support, SRE/Cloud Operations, Customer Success, Sales, and partners) while keeping technical investigation with designated technical owners. - Serve as a trusted point of contact for **customer executives and senior leaders**—set expectations, provide clear next-update commitments, and distinguish confirmed facts from active investigation. - Deliver concise, consistent communications for technical teams, customer leadership, and MongoDB executives (aligned with the Account Lead and communications support). - Maintain incident records: decision/action logs, timelines, handovers, and executive updates; ensure command transfer with no loss of context. - Confirm recovery/exit criteria are met; coordinate transition back to standard support; drive incident reviews, customer-facing reports, root-cause follow-up, and corrective actions. - Identify account-level and systemic risks; turn lessons into durable improvements (process, tooling, documentation, readiness, customer outcomes). - Raise the operating standard through mentoring, playbook improvement, and participation in scenario exercises. ## What success looks like - Clear commander, roles, operating rhythm, and accountable actions from declaration through closure. - Coordinated technical workstreams with early surfacing of blockers/decisions and effective handovers. - Timely, accurate, empathetic executive updates that clarify impact, what’s known, what’s being done, and when updates will resume. - Stabilization/restoration of the customer’s business while preserving trust and avoiding preventable surprises. - Complete post-incident learning with measurable prevention/readiness improvements. ## Working pattern Participation in a defined coverage mode
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