Vice President
Global Incident Management & Escalations
Posted on 3/22/2024
MongoDB

5,001-10,000 employees

Modern, general-purpose database platform
Company Overview
MongoDB empowers innovators to create, transform, and disrupt industries by unleashing the power of software and data
Data & Analytics

Company Stage

Series F

Total Funding

$311M

Founded

2007

Headquarters

New York, New York

Growth & Insights
Headcount

6 month growth

16%

1 year growth

28%

2 year growth

56%
Locations
Toronto, ON, Canada • San Francisco, CA, USA • New York, NY, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
NoSQL
Management
Development Operations (DevOps)
CategoriesNew
IT & Security
Cybersecurity
Requirements
  • 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 role
  • At least (4) years of experience in an Incident Response global leadership role
  • Experience with implementing whole-company high-severity issue de-escalation patterns that maximize customer experience and company efficiency
  • Experience sourcing, hiring and developing global teams
  • Experience with implementing ITIL, Incident Command, and knowledge services
  • Ability 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 environment
  • Experience 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)
  • 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 shell
  • Prior work at a database company, specifically in the NoSQL market, or a similar highly concurrent distributed system used in production architectures
  • Born-in-the-cloud XaaS experience; IaaS or PaaS highly desirable
  • Experience producing management dashboards and scorecards using tools like Tableau
Responsibilities
  • Managing critical, “seconds matter” production down incidents to rapid closure, ensuring customer confidence is retained and enhanced by a world class experience
  • Overseeing post-incident root cause analyses, including ongoing continuous improvement in the broader Technical Services organization to reduce the likelihood of recurrence
  • Collaborating with sales, professional services, customer success and other field teams on addressing issues which may be impeding expansion of product use within an account
  • Partnering with managers and engineers within the organization to proactively prevent escalations by aligning the right resource to the right activity at the right time
  • Collaborating 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 incident