Senior Program Manager, Global Incident & Escalation

MongoDB Inc.; Dublin (CA); Hybrid; USD 123,000 - 168,000; Full time

Job summary

MongoDB is seeking a Senior Program Manager for the Incident & Escalation Management (IEM) function. Based in Dublin with a hybrid work model, you will translate strategic priorities into a measurable book of work, establish clear plans, ownership, and visibility across Americas, APAC, and EMEA, and partner with multiple teams to ensure consistent program delivery.

You will lead planning cadences, track risk, and drive improvements from incident learnings to durable, cross‑functional actions,

Qualifications

• 7–10 years of progressive program or project management experience.
• Experience leading cross-functional programs in a global enterprise.
• Incident response, major-incident management, and customer escalations experience.
• Governance, operating cadences, roles, readiness, metrics, and continuous-improvement mechanisms.

Responsibilities

• Own the IEM program of work with roadmap, owners, milestones, and decisions.
• Prioritize strategic focus areas and mature the function with industry practices.
• Turn ambiguous needs into scoped, measurable work with clear outcomes.
• Drive delivery across multiple teams and manage dependencies and blockers.
• Establish planning, program-review, and risk-review cadences.
• Coordinate readiness and adoption of changes across processes and tools.

Skills

Program management

Cross-functional leadership

Incident response

Crisis management

Governance and cadences

Stakeholder alignment

Data-driven decisions

Global collaboration

PM/PRINCE2/PMP preferred

Job description

MongoDB is seeking a Senior Program Manager for the Incident & Escalation Management (IEM) function. Based in Dublin with a hybrid work model, you will translate strategic priorities into a measurable book of work, establish clear plans, ownership, and visibility across Americas, APAC, and EMEA, and partner with multiple teams to ensure consistent program delivery.

You will lead planning cadences, track risk, and drive improvements from incident learnings to durable, cross‑functional actions,