Remote Director of Escalation & ITIL Services

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

Job summary

DeepHealth in the United States seeks a Director, Escalation Management to lead a team of Escalation Engineers, owning ITIL-based Problem and Release Management for Services, and coordinating cross-functional defect reviews with Product and Engineering.

You will drive root cause analysis, publish RCA reports, manage high-severity escalations, and align release plans with Platform teams and cloud management to minimize customer impact.

Qualifications

• Bachelor's degree in Computer Science, Information Systems, or a related field (required).
• 10+ years in enterprise software support, escalation engineering, or technical services (required).
• 5+ years leading technical teams (required).
• Hands-on ITIL Problem Management experience with RCA reporting (required).
• Experience with ITIL Release Management, Deployment Management, and Change Enablement (required).
• Experience coordinating software releases in cloud or SaaS environments (required).
• Experience running cross-functional defect triage/reviews with Product and Engineering (required).
• Excellent written and verbal communication with executives, customers, and technical staff (required).

Responsibilities

• Lead, coach, and develop Escalation Engineers across product lines and tech stacks.
• Ensure issues are triaged, reproduced, and documented before escalation to L3.
• Prioritize escalations across customers from a Services perspective.
• Own ITIL Problem Management for Services with problem records and known errors.
• Publish RCA reports and drive corrective actions with Engineering, Product, and Platform teams.
• Host a recurring Defect Review Board and publish outcomes to stakeholders.
• Apply ITIL Release Management to track ticket status and release contents.
• Collaborate with Platform and Cloud Management to minimize customer impact during upgrades.
• Help customers understand end-of-life vs new-stack products and close gaps with Product.
• Report escalation metrics and lead communication for high-severity escalations.

Skills

Leadership

Communication

ITIL

Problem Management

Release Management

Cross-functional collaboration

RCA reporting

Cloud platforms

Education

Bachelor's degree in CS/IS or related field

Tools

ServiceNow

Jira

Salesforce Service Cloud

Job description

DeepHealth in the United States seeks a Director, Escalation Management to lead a team of Escalation Engineers, owning ITIL-based Problem and Release Management for Services, and coordinating cross-functional defect reviews with Product and Engineering.

You will drive root cause analysis, publish RCA reports, manage high-severity escalations, and align release plans with Platform teams and cloud management to minimize customer impact.