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Senior Program Manager, Incident & Escalation Management (IEM)

MongoDB· IEM / Incident & Escalation Management
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Hybrid (Dublin, Ireland)full-timePosted 1w ago

About the role

Senior Program Manager to strengthen MongoDB’s Incident & Escalation Management function by delivering focused planning, disciplined execution, visibility, and follow-through across regions. Role focuses on turning strategic priorities into a measurable book of work, coordinating cross-functional teams, and improving readiness and post-incident processes.

Responsibilities

  • Own the IEM program of work and its supporting materials, maintaining a clear roadmap of outcomes, priorities, owners, milestones, dependencies, capacity considerations, commitments, and decisions
  • Partner with IEM leaders and sponsors to identify and prioritize strategic focus areas, assess opportunities to mature the function, and recommend practical improvements aligned with relevant industry practices
  • Turn ambiguous needs into scoped, measurable work. Clarify outcomes, sequence milestones, establish accountable owners, document decisions and delivery expectations, and coordinate technical and cross-functional reviews
  • Drive delivery across Technical Services, Engineering, Product, Customer Success, Sales, and partner teams. Clarify accountability and handoffs, resolve dependency gaps, and surface blockers, capacity constraints, and resourcing risks early—with options and recommendations
  • Establish and run planning, program-review, and risk-review cadences. Keep backlogs and program records current and decision-ready, track commitments, facilitate decisions, and follow agreed actions through closure
  • Connect IEM program works with the Customer Organization’s wider PMO, aligning planning, governance, dependencies, and reporting to ensure organizational alignment and visibility
  • Help translate recurring incident and escalation patterns, post-incident findings, customer-impacting gaps, and corrective actions into prioritized improvement work with owners, timelines, milestones, and verifiable closure criteria
  • Coordinate root-cause analysis completion and customer incident-report delivery with clear ownership and quality expectations
  • Advance incident-response and escalation practices, including frameworks and playbooks, readiness, communications, training, simulation exercises, post-incident review, and consistent implementation across teams and regions
  • Partner with data and tooling teams to improve operational instrumentation, metrics, reporting, workflow integration, and automation. Help ensure AI-enabled workflows are appropriately governed, measured, and human-reviewed.
  • Mature program reporting by refining outcome and health measures, improving data quality and consistency, establishing baselines, and turning operational data into actionable insights
  • Prepare concise updates, requirements, specifications, operating proposals, decision records, and executive-ready summaries that make progress, trade-offs, risks, and decisions clear
  • Coordinate readiness and adoption so approved changes to processes, tooling, roles, communications, and operating procedures are understood, operationalized, and sustained

Qualifications

  • 7–10 years of progressive program or project management experience, with a track record of growing responsibility - from coordinating smaller initiatives to leading complex, cross-functional programs. Experience outside the technology sector is welcome
  • Significant experience leading complex, cross-functional programs in a global enterprise or similarly demanding environment, delivering through a matrix rather than relying on direct authority
  • Demonstrated experience with incident response, major-incident management, customer escalations, crisis management, service operations, trust & safety, or closely related operational programs at scale
  • A track record of building or improving operational programs - including governance, operating cadences, roles and handoffs, readiness, metrics, and continuous-improvement mechanisms
  • Strong project and program-management fundamentals, including prioritization, scope and outcome definition, sequencing, dependency and risk management, capacity awareness, backlog discipline, stakeholder alignment, delivery governance, and change adoption
  • Experience establishing useful operating cadences and decision-ready reporting, and working with operational data to set baselines, interpret trends, and turn evidence into practical recommendations
  • Ability to structure ambiguous requests into clear requirements, operating proposals, decision records, and measurable work
  • Excellent written and verbal communication, including concise updates for senior leaders and clear coordination across technical and customer-facing teams
  • Sound judgment in high-pressure, ambiguous environments; collaborative, calm approach to resolving blockers; accountability without unnecessary process
  • Experience working across global teams, time zones, and organizational boundaries, and with program or delivery-management tools
  • A recognized program or project management qualification, such as PMP or PRINCE2, is preferred

Skills

Required:Program managementIncident response / major-incident managementCross-functional collaboration

Benefits

  • Learn more about what it’s like to work at MongoDB: culture and benefits page links are in the description but explicit benefits are not itemized in the job text.
Last updated Oct 22, 2026. Interested? Apply on the company site.
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