Director, Escalation & ITIL Problem Management

DeepHealth; Somerville (MA); Remote; USD 150.000 - 210.000; Vollzeit

Zusammenfassung

DeepHealth in the United States is seeking a Director of Escalation Management to lead a team of Escalation Engineers responsible for fast, thorough handling of implementation and support issues before L3 Engineering. This role owns ITIL-aligned Problem and Release Management for Services, prioritizes customer escalations, and drives root cause analysis with Product and Platform teams.

You will host Defect Review Boards, track status of fixes, coordinate patch sequencing, and communicate

Qualifikationen

• Bachelor's degree or equivalent professional experience.
• 10+ years in enterprise software support or technical services.
• 5+ years leading technical teams.
• Hands-on ITIL Problem and Release Management experience.
• Experience with cloud or SaaS deployments.
• Excellent written and verbal communication.

Aufgaben

• Lead, coach, and develop Escalation Engineers.
• Ensure triage and documentation before escalation.
• Prioritize escalations across customers and product lines.
• Own ITIL Problem Management and RCA tracking.
• Publish RCA reports and drive corrective actions with teams.
• Run Defect Review Board with product lines.
• Apply Release Management to track fixes and versions.
• Coordinate patch/release upgrades with Platform/Cloud teams.
• Report escalation metrics and high-severity updates.

Kenntnisse

Escalation management

Leadership

ITIL

Problem management

Release management

Cross-functional collaboration

Technical communication

Ausbildung

Bachelor's degree in CS/IS or related field

Tools

ServiceNow

Jira

Salesforce Service Cloud

Jobbeschreibung

DeepHealth in the United States is seeking a Director of Escalation Management to lead a team of Escalation Engineers responsible for fast, thorough handling of implementation and support issues before L3 Engineering. This role owns ITIL-aligned Problem and Release Management for Services, prioritizes customer escalations, and drives root cause analysis with Product and Platform teams.

You will host Defect Review Boards, track status of fixes, coordinate patch sequencing, and communicate