Director of Escalation Management (Remote)

RadNet; Somerville (MA); Remote; USD 140,000 - 190,000; Full time

Job summary

DeepHealth is seeking a Director of Escalation Management to lead a team of Escalation Engineers, owning ITIL-based Problem and Release Management for Services. You will drive root cause analysis, coordinate with Product and Engineering, and oversee cross-functional defect reviews.

The role requires 10+ years in enterprise software support, 5+ years leading teams, and strong communication with executives and customers. Remote US work with occasional travel may be required.

Qualifications

• Bachelor's degree in Computer Science, Information Systems, or related field (required).
• 10+ years in enterprise software support, escalation engineering, sustaining engineering, or technical services.
• 5+ years leading technical teams.
• Hands-on ITIL Problem Management, including RCA reporting.
• Experience with ITIL Release/Deployment/Change Enablement practices.
• Experience coordinating software releases in cloud or SaaS environments.
• Clear written and verbal communication with executives, customers, and staff.

Responsibilities

• Lead, coach, and develop Escalation Engineers across product lines.
• Ensure triage, reproduction, and documentation before escalation to L3.
• Prioritize escalations across customers, balancing impact and commitments.
• Own ITIL Problem Management with problem records, known errors, and workarounds.
• Publish RCA reports and drive corrective actions with Eng, Product, and Platform teams.
• Host Defect Review Board to agree priorities and publish outcomes.
• Apply ITIL Release Management to track status and patch versions.
• Coordinate patch and release upgrades with Platform and Cloud Management.

Skills

Leadership

Cross-functional collaboration

Executive communication

ITIL knowledge

Problem management

RC A reporting

Education

Bachelor's degree in Computer Science or related field

Tools

ServiceNow

Jira

Salesforce Service Cloud

AWS/Azure/GCP

Job description

DeepHealth is seeking a Director of Escalation Management to lead a team of Escalation Engineers, owning ITIL-based Problem and Release Management for Services. You will drive root cause analysis, coordinate with Product and Engineering, and oversee cross-functional defect reviews.

The role requires 10+ years in enterprise software support, 5+ years leading teams, and strong communication with executives and customers. Remote US work with occasional travel may be required.