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Escalation Manager (Critical Situation Management)

MongoDB· Technical Services
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Hybrid (Dublin, Ireland)€120k - €180kFull-timePosted 2mo ago

About the role

Senior Escalation Manager within MongoDB's Technical Services, responsible for leading critical customer incidents and escalations, coordinating cross-functional teams, and communicating updates to customers and senior leadership. Hybrid role based in Dublin, overlapping with global incident response activities.

Responsibilities

  • Lead Critical Situation Management for the highest-complexity customer incidents and escalations, including major incidents and other customer situations requiring command-level coordination under established criteria.
  • Take Incident Command when assigned: establish clear roles, decision rights, priorities, response cadence, action tracking, and escalation paths; maintain a shared view of customer impact, risks, workstreams, and recovery criteria.
  • Bring order to ambiguity and pressure. Make timely coordination decisions with incomplete or changing information, surface blockers early, and keep the response focused on customer-impacting outcomes.
  • Orchestrate Technical Services, Engineering, Product, Support, SRE/Cloud Operations, Customer Success, Sales, and other partners as needed.
  • Serve as a trusted point of contact for customer executives and senior leaders. Understand sensitivity and business context behind demands; acknowledge urgency, set realistic expectations, give clear next-update commitments, and distinguish confirmed facts from active investigation.
  • Tailor concise, consistent communications for technical teams, customer leadership, and MongoDB executives.
  • Maintain incident records, decision and action logs, timelines, handovers, and executive updates; ensure command is transferred with context and accountability.
  • Confirm recovery and exit criteria are met, coordinate a controlled transition back to standard support, and drive incident reviews and post-mortem actions.
  • Identify account-level and systemic risks; drive durable improvements to process, tooling, documentation, readiness, and customer outcomes.
  • Raise operating standards through mentoring, playbook improvement, and incident-readiness activities.

Qualifications

  • Typically 7–10+ years of experience managing highly technical customer escalations, major incidents, or critical situations in enterprise software, cloud services, SaaS, or similar environments.
  • Demonstrated experience in command and control under pressure (Incident Commander, Major Incident Manager, crisis leader, or equivalent).
  • Strong track record of managing sensitive, high-stakes relationships with customer executives and senior internal leaders.
  • Strong technical fluency across databases or distributed systems, cloud platforms, and production environments.
  • Excellent executive communication and situational judgment; ability to translate fast-changing information into concise updates.
  • Proven ability to influence without direct authority and to align cross-functional teams.
  • Experience with incident response practices, structured command frameworks, escalation paths, documentation, handovers, and post-incident reviews.
  • Composure, resilience, and organization to manage multiple high-priority threads.

Skills

Required:Incident managementCommand and controlExecutive communication

Benefits

  • Supportive and enriching culture for employees
  • Fertility assistance and generous parental leave policy
  • Career growth and personal development opportunities (leadership and incident-readiness activities)
Last updated Oct 15, 2026. Interested? Apply on the company site.
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