EMEA Incident & Escalation Director

MongoDB; Dublin; Hybrid; EUR 180,000 - 240,000; Full time

Job summary

MongoDB is seeking an accomplished technical leader to head the EMEA Incident & Escalation Management teams. Based in Dublin or Cork with hybrid work, you will guide the teams ensuring clients operate MongoDB at scale and navigate technical hurdles.

The role requires a hands‑on leader who owns high‑profile escalations while expanding the team, refining processes, and driving strategic objectives within a global framework.

Qualifications

• 10+ years in a highly technical post‑sale leadership role within a software company.
• At least 4 years leading Incident Response or Escalation Management functions, preferably global.
• Proven experience establishing company‑wide frameworks for de‑escalating high‑severity issues.
• Experience recruiting, hiring, and mentoring high‑performing regional and global teams.
• Capability to manage deeply technical engineers and MongoDB cloud/on‑premise product suites.
• Proficiency in delivering executive presentations to groups up to 30 stakeholders including engineers and C‑suite.
• Strong people management background overseeing managers and ICs in fast‑paced environments.
• Extensive background managing escalations at scale across multiple cross‑functional teams.

Responsibilities

• Architect and drive strategic plans for critical situations management across the organization.
• Direct time‑sensitive, high‑severity production incidents to swift resolution.
• Lead post‑incident root cause analyses and drive cross‑functional improvements.
• Collaborate with sales, professional services, customer success and field teams to address product adoption barriers.
• Coordinate with product management and engineering to push for essential feature enhancements and bug fixes.
• Foster continuous improvement and ensure a unified customer experience during critical events.

Skills

Technical leadership

Incident management

Global teams

People management

Tools

ITIL

Incident Command

Tableau

Job description

MongoDB is seeking an accomplished technical leader to head the EMEA Incident & Escalation Management teams. Based in Dublin or Cork with hybrid work, you will guide the teams ensuring clients operate MongoDB at scale and navigate technical hurdles.

The role requires a hands‑on leader who owns high‑profile escalations while expanding the team, refining processes, and driving strategic objectives within a global framework.