Remote Associate Director, Escalation & ITIL Leadership

DeepHealth; United States; Remote; USD 180,000 - 240,000; Full time

Job summary

DeepHealth is seeking an Associate Director, Escalation Management to lead a team of Escalation Engineers and own ITIL-aligned Problem and Release Management for Services. You will prioritize escalations, drive root cause analysis, and coordinate across Product and Engineering to reduce incident impact.

You will mentor engineers, run defect reviews, manage communication for high-severity escalations, and ensure proper documentation and release tracking across cloud environments in a

Qualifications

• Bachelor's degree or equivalent professional experience.
• 10+ years in enterprise software support, escalation engineering, sustaining engineering, or technical services.
• 5+ years leading technical teams.
• Hands-on ITIL Problem Management experience with RCA reporting.
• Knowledge of ITIL Release Management, Deployment Management and Change Enablement.
• Experience coordinating software releases, patches, or upgrades in cloud or SaaS environments.
• Experience running cross-functional defect triage or review forums with Product and Engineering.
• Ability to prioritize across a large customer base and influence outcomes.
• Clear written and verbal communication with executives, customers, and technical staff.

Responsibilities

• Lead, coach, and develop Escalation Engineers across product lines and tech stacks.
• Ensure issues are triaged, reproduced, and documented before escalation to L3 Engineering.
• Prioritize escalations across customers balancing impact, severity, risk, and contractual commitments.
• Own ITIL Problem Management for Services with problem records, known errors, and workarounds.
• Publish RCA reports and drive corrective actions with Engineering, Product, and Platform teams.
• Host Defect Review Board meetings to align defect priority and release targets.
• Apply ITIL Release Management to track status and which versions contain fixes.
• Coordinate patch and release upgrades with Platform and Cloud Management.
• Help customers understand end-of-life vs new-stack products and identify gaps with Product.
• Report escalation volume, aging, status, and RCA outcomes; lead communications for high-severity cases.

Skills

ITIL Problem Management

ITIL Release Management

Escalation management leadership

Cross-functional defect triage

Cloud/SaaS releases coordination

Executive communication

Prioritization of escalations

Repository of RCA & root cause

Migrations to new platforms

ITSM tools (ServiceNow/Jira/Salesforce

Multi-tenant SaaS operations

Education

Bachelor's degree in Computer Science, Information Systems, or related field

Tools

ServiceNow

Jira

Salesforce Service Cloud

Job description

DeepHealth is seeking an Associate Director, Escalation Management to lead a team of Escalation Engineers and own ITIL-aligned Problem and Release Management for Services. You will prioritize escalations, drive root cause analysis, and coordinate across Product and Engineering to reduce incident impact.

You will mentor engineers, run defect reviews, manage communication for high-severity escalations, and ensure proper documentation and release tracking across cloud environments in a