# Critical Situation Manager (Escalation Manager) **Company**: MongoDB **Location**: Dublin **Work arrangement**: hybrid **Experience**: senior **Job type**: full-time **Category**: IT **Industry**: Technology **Apply**: https://job-boards.greenhouse.io/mongodb/jobs/8073670?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_0396c6c2-c58 ## Description The Escalation Manager is a critical role within Technical Services at MongoDB. As a member of the global Incident and Escalation Management team, you will work internally with Engineering, Services, Sales, and Product Management teams, as well as externally with customers and partners, to coordinate and drive the resolution of critical technical issues and incidents. You will lead MongoDB's most complex and consequential customer situations, bringing calm, disciplined Incident Command to high-pressure events. You will establish command and control, mobilize cross-functional responders, and maintain a clear operating rhythm from situation declaration through mitigation, recovery, closure, and follow-through. Responsibilities: - Lead Critical Situation Management for high-complexity customer incidents and escalations - Take Incident Command when assigned: establish clear roles, decision rights, priorities, response cadence, action tracking, and escalation paths - Bring order to ambiguity and pressure: make timely coordination decisions with incomplete or changing information - Orchestrate Technical Services, Engineering, Product, Support, SRE/Cloud Operations, Customer Success, Sales, and other partners as needed - Serve as a trusted point of contact for customer executives and senior leaders - Tailor concise, consistent communications for technical teams, customer leadership, and MongoDB executives - Maintain incident records, decision and action logs, timelines, handovers, and executive updates - Confirm that recovery and exit criteria are met, coordinate a controlled transition back to standard support, and drive timely, high-quality incident reviews - Identify account-level and systemic risks, and turn lessons from critical situations into durable improvements to process, tooling, documentation, readiness, and customer outcomes Requirements: - Typically 7–10+ years of experience managing highly technical customer escalations, major incidents, or critical situations in enterprise software, cloud services, SaaS, or a similarly complex technology environment - Deep, demonstrated experience in command and control under pressure - as an Incident Commander, Major Incident Manager, crisis leader, or in an equivalent role - Strong technical fluency across databases or distributed systems, cloud platforms, and production environments - Excellent executive communication and situational judgment - Proven ability to influence without direct authority, align cross-functional teams, unblock decisions, and sustain accountability Preferred qualifications: - Experience in Technical Support, Technical Services, SRE/Operations, Customer Success, or incident and escalation management at a database, cloud, or distributed-systems company - Experience developing incident playbooks, readiness programs, simulations, or post-incident improvement mechanisms - Formal incident-command, major-incident-management, or crisis-management training or certification ## Skills ### Required - Incident Command - Technical Fluency - Executive Communication - Situational Judgment - Influence without Authority - Cross-functional Team Alignment ### Nice to have - Technical Support - Incident Playbooks - Readiness Programs - Simulations - Post-incident Improvement Mechanisms - Formal Incident Command Training --- Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/mongodb/jobs/8073670?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)