Director, Escalation Management
DeepHealth
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About the opportunity
DeepHealth is seeking a Director, Escalation Management to lead our Escalation Management for Services team.
In this role, you will manage a team of Escalation Engineers serving as the technical escalation point for implementation and support issues prior to L3 Engineering.
You will own ITIL-aligned Problem Management and Release Management practices, prioritize escalations, drive root cause analysis, and lead cross-functional defect reviews.
This is a remote position based in the United States, with occasional travel required.
Key responsibilities
- Lead, coach, and develop Escalation Engineers, setting goals, priorities, and coverage across product lines and technology stacks.
- Ensure implementation and support issues are triaged, reproduced, and fully documented before escalation to L3 Engineering.
- Prioritize escalations across customers from a Services perspective, weighing customer impact, severity, business risk, and contractual commitments.
- Own the ITIL Problem Management practice for Services, including problem identification, problem control, and error control, with problem records, known errors, and published workarounds.
- Research, document, and publish root cause analysis (RCA) reports, and drive corrective and preventive actions to completion with Engineering, Product, and Platform teams.
- Host a recurring Defect Review Board with each product line to agree defect priority, target fix versions, and owners, and publish outcomes to Services stakeholders.
- Apply ITIL Release Management practices to track and communicate L3 ticket status and which product versions, patches, and hotfixes contain each fix.
- Partner with Platform and Cloud Management to schedule and sequence patch and release upgrades to customer cloud environments to minimize customer impact.
- Report on escalation volume, aging, fix status, upgrade schedules, and RCA outcomes, and lead communication for high-severity customer escalations.
Qualifications
- Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent professional experience.
- 10+ years of experience in enterprise software support, escalation engineering, sustaining engineering, or technical services.
- 5+ years leading technical teams.
- Hands-on experience with ITIL Problem Management, including root cause analysis, known error management, and RCA reporting.
- Working knowledge of ITIL Release Management, Deployment Management, and Change Enablement practices.
- Experience coordinating software releases, patches, or upgrades in cloud or SaaS environments.
- Experience running cross-functional defect triage or review forums with Product and Engineering.
- Ability to prioritize competing needs across a large customer base and lead through influence.
- Clear written and verbal communication with executives, customers, and technical staff.
Nice to have
- Familiarity with ITIL standards and formal RCA methods such as 5 Whys, Ishikawa, Kepner-Tregoe, or fault tree analysis.
- Experience supporting migrations from legacy or end-of-life products to new platforms.
- Familiarity with medical imaging, radiology, or clinical software, including on-premise and hosted deployments.
- Experience with AWS, Azure, or GCP and multi-tenant SaaS operations.
- Proficiency with ITSM and issue tracking tools such as ServiceNow, Jira, or Salesforce Service Cloud.
Job details
- Location: Remote (United States)
- Travel: Occasional travel may be required
Application: UpVagas lists this opportunity from the hiring company or its recruitment platform. The application is completed at the original source.
Full listing
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