Incident Command Lead — Critical Escalations

MongoDB Inc.; Dublin; Hybrid; EUR 110,000 - 160,000; Full time

Job summary

MongoDB Inc. is seeking an Escalation Manager to lead the most complex customer incidents, bringing calm and disciplined incident command to high-pressure events.

You will coordinate with Engineering, Services, Sales and Product Management, and maintain executive-level updates. This senior individual-contributor role requires technical fluency to understand impact, plus strong communication, negotiation, and cross-functional leadership to drive timely resolutions and post-mortem reviews.

Qualifications

• Experience in incident response or crisis management.
• Technical background in Support/DevOps/Systems/Database environments.

Responsibilities

• Lead Critical Situation Management for high-complexity incidents and escalations.
• Take Incident Command when assigned: define roles, priorities, and escalation paths; track actions and recovery criteria.
• Coordinate with Technical Services, Engineering, Product, Support, SRE/Cloud Operations, Customer Success, Sales and partners.

Skills

Incident management

Cross-functional coordination

Communication

Technical fluency

Stakeholder management

Job description

MongoDB Inc. is seeking an Escalation Manager to lead the most complex customer incidents, bringing calm and disciplined incident command to high-pressure events.

You will coordinate with Engineering, Services, Sales and Product Management, and maintain executive-level updates. This senior individual-contributor role requires technical fluency to understand impact, plus strong communication, negotiation, and cross-functional leadership to drive timely resolutions and post-mortem reviews.