Vice President, Global Incident Management
4 weeks ago
We have an incredible opportunity for a transformational leader to join the MongoDB Technical Services team, leading the Global Incident Response Team, incorporating Incident and Escalation Management. This is a crucial executive role that oversees the team that ensures our customers are able to successfully run MongoDB at scale and helps them navigate any “bumps in the road” they may encounter. This role relies on an executive who can operate both “hands-on,” taking ownership of high visibility escalations requiring whole-of-company response, while also building the team and its processes to achieve strategic goals as MongoDB rapidly scales.
We are looking to speak to candidates who are based in New York City, San Francisco, Toronto or Dublin for our hybrid working model.
Typical responsibilities of the team include:
Managing critical, “seconds matter” production down incidents to rapid closure, ensuring customer confidence is retained and enhanced by a world class experienceOverseeing post-incident root cause analyses, including ongoing continuous improvement in the broader Technical Services organization to reduce the likelihood of recurrenceCollaborating with sales, professional services, customer success and other field teams on addressing issues which may be impeding expansion of product use within an accountPartnering with managers and engineers within the organization to proactively prevent escalations by aligning the right resource to the right activity at the right timeCollaborating with the product management and engineering teams to address issues which necessitate attention from those teams (including advocating for feature requests and accelerated defect resolution, where appropriate)Working cross-functionally to drive continuous improvement, ensuring that from an “outside in” perspective, customers experience MongoDB as a single unified team during an incidentThis is a technical executive role with a tremendous amount of customer interface. Our customers are the best and brightest in the business and they have great expectations of our products and our company. If you are the type of person who thrives in highly technical environments, enjoys helping customers, managing complex and fast-moving situations, and applying preparation and regular rehearsal to often complicated technical emergencies, this is the job for you.
The Technical Services team is growing quickly. This executive leadership role will have a significant impact on the success of the global organization, helping to position our escalation management for scale, efficiency and top-notch customer satisfaction.
Team Overview:
Technical Services has over 400 global team members in offices spanning the entire globe. The Americas team has offices in New York City, Austin, Palo Alto, Toronto, Vancouver, and Buenos Aires. Outstanding customer satisfaction is achieved utilizing a 24x7x365 ‘follow-the-sun’ support model with regional teams covering the Americas, EMEA, and APAC regions.
Candidate Profile:
Required
At least ten (10) years experience in a highly technical, post-sale leadership role at a software company in either a Customer Support or Professional Services roleAt least (4) years of experience in an Incident Response global leadership roleExperience with implementing whole-company high-severity issue de-escalation patterns that maximize customer experience and company efficiencyExperience sourcing, hiring and developing global teamsExperience with implementing ITIL, Incident Command, and knowledge servicesAbility to support virtual and on-site meetings with customers, and competently manage a presentation to a group of up to 30 people who possess varying role levels (from engineers to C-level executives)Prior global people management experience with a focus on career development in a high-growth, rapidly changing corporate environmentExperience managing escalations at scale (multiple escalations per week spanning global resources), as well as managing cross-functional response (sales, customer success, support, professional services, engineering, product management)Desirable
Prior experience as a software engineer or DevOps expert is desirable, as MongoDB is a highly technical platform product and successful candidates typically are comfortable with light programming, writing queries, and operating in a command shellPrior work at a database company, specifically in the NoSQL market, or a similar highly concurrent distributed system used in production architecturesBorn-in-the-cloud XaaS experience; IaaS or PaaS highly desirableExperience producing management dashboards and scorecards using tools like TableauSuccess Measures:
Within 30 days
Complete our new hire technical training program; be able to speak confidently about our total portfolio of productsBe able to navigate our core products at a beginner levelNetwork with Peers across Customer Engineering, Customer Success, Development and Product ManagementConducts listening sessions amongst global leaders about areas for improvement in the escalation management programWithin 60 days
Understands our global follow-the-sun processes and escalation processesInitiates 1on1s with key stakeholders across field-facing and product development organizations to build cross-functional relationships and maintain consistent communications about escalations current and recently closed (e.g. covering specific account details, strategy, overall wellness of the program)Is able to handle a minor process escalation independentlyBegin conducting regular 1on1s with staff of escalation managers as well as other managers within Technical ServicesWithin 90 days
Demonstrates ability to handle more complex escalations and emergency situationsImplements effective bi-directional communication between the escalation management team and the global management teamCompletes an exhaustive review of the global escalation management function; presents findings to the TS global senior leadership team. Validates potential recommendations with this teamAt 120 days and onward
Based on previous, develops first draft of a strategic roadmap for escalation management as a company-wide program; inventories tools, assets and processes, and begins planning requests-for-investment to scale capabilitiesConducts three on-site interviews with enterprise customers who have recently experienced a high-severity (business-impacting) issue, make at least one change to process and/or systems to improve future customer experienceProduces growth plans for the team of regional managers of escalations and their escalation managers-
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