Full-Time

Vice President

Global Incident Management & Escalations

Posted on 5/14/2024

MongoDB

MongoDB

5,001-10,000 employees

Developer data platform for various use cases

Data & Analytics

Senior, Expert

San Francisco, CA, USA

Required Skills
NoSQL
Management
Development Operations (DevOps)
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

MongoDB offers a developer data platform with capabilities for transactional, search, analytics, and mobile use cases, featuring a flexible document data model and a unified query interface. The platform includes cloud services, multi-cloud developer data platform, and self-managed options, empowering developers to build faster and scale further.

Company Stage

Series F

Total Funding

$311M

Headquarters

New York, New York

Founded

2007

Growth & Insights
Headcount

6 month growth

23%

1 year growth

34%

2 year growth

64%

Benefits

Family Support Programs

Flexible PTO

Fertility and Adoption Assistance

Employee Affinity Groups

Transgender Benefits and Support

Mental Health

Wellness Events and Programs

Global Mobility