Critical Situation Manager (Escalation Manager)
Core
Lead command and coordination for MongoDB's most complex customer incidents and escalations, managing high-pressure events with technical ambiguity and executive scrutiny.
Role type
Senior individual-contributor Critical Situation Manager (Incident Commander)
Builds
Stable customer business operations and trust during critical incidents
Domain
Enterprise software, cloud services, SaaS, database and distributed systems
Required skills
Incident command and control, cross-functional team mobilization, executive communication, stakeholder expectation management, technical fluency in databases/cloud, crisis management, post-incident review leadership, risk identification, process improvement
Preferred skills
Experience with incident playbooks, readiness programs, simulations, Technical Services/SRE background
Technologies
Databases, distributed systems, cloud platforms, production environments
Responsibilities
Establish incident command structure and decision rights, orchestrate cross-functional responders, communicate with customer executives and internal leaders, maintain incident records and timelines, drive post-incident reviews and corrective actions, mentor team and improve playbooks
Seniority
Senior, hands-on IC
