Remote Director, Escalation Management

OpenKrill; United States; Remote; USD 150,000 - 230,000; Full time

Job summary

OpenKrill is seeking a Director of Escalation Management to lead a team of Escalation Engineers and own ITIL-aligned Problem and Release Management for Services. The role prioritizes escalations across customers and product lines, drives root cause analysis, and partners with Product, Engineering, and Platform teams to ensure timely resolution.

The position requires extensive experience in enterprise software support, strong leadership, and exceptional communication with executives and technical

Qualifications

• Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent professional experience (required).
• 10+ years in enterprise software support, escalation engineering, sustaining engineering, or technical services (required).
• 5+ years leading technical teams (required).
• Hands-on experience with ITIL Problem Management, including RCA reporting (required).
• Knowledge of ITIL Release/Deployment/Change Enablement practices (required).
• Experience coordinating software releases, patches, or upgrades in cloud or SaaS environments (required).
• Experience running cross-functional defect triage or review forums with Product and Engineering (required).
• Clear written and verbal communication with executives, customers, and technical staff (required).
• Familiarity with ITIL standards and RCA methods (preferred).
• Experience with migrations from legacy or end-of-life products to new platforms (preferred).
• Familiarity with medical imaging, radiology, or clinical software (preferred).
• Experience with AWS, Azure, or GCP and multi-tenant SaaS operations (preferred).
• Proficiency with ITSM and issue tracking tools (ServiceNow, Jira, Salesforce) (preferred).

Responsibilities

• Lead, coach, and develop Escalation Engineers, setting goals and priorities across product lines and tech stacks.
• Ensure issues are triaged, reproduced, and documented before escalation to L3 Engineering.
• Prioritize escalations across customers based on impact, risk, and commitments.
• Own ITIL Problem Management for Services including problem control and RCA reporting.
• Publish RCA reports and drive corrective actions with Engineering, Product, and Platform teams.
• Host a Defect Review Board for each product line and publish outcomes to stakeholders.
• Apply ITIL Release Management to track status and product versions containing fixes.
• Collaborate with Platform and Cloud Management to plan patches and upgrades with minimal customer impact.
• Assist customers and teams in understanding end-of-life vs new-stack products; identify gaps with Product.
• Report escalation metrics and lead communications for high-severity cases.

Skills

Escalation management

Leadership

ITIL

Executive communication

Education

Bachelor's degree in Computer Science or related field

Tools

ServiceNow

Jira

Salesforce Service Cloud

Job description

OpenKrill is seeking a Director of Escalation Management to lead a team of Escalation Engineers and own ITIL-aligned Problem and Release Management for Services. The role prioritizes escalations across customers and product lines, drives root cause analysis, and partners with Product, Engineering, and Platform teams to ensure timely resolution.

The position requires extensive experience in enterprise software support, strong leadership, and exceptional communication with executives and technical