Director, Escalation Management

Job Summary The Director, Escalation Management is responsible for leading Escalation Management for Services, including a team of Escalation Engineers who serve as the technical escalation point for implementation and support issues before L3 Engineering. This role owns ITIL-aligned Problem Management and Release Management practices for Services, prioritizes escalations across customers and product lines, drives root cause analysis and corrective actions, and runs cross-functional defect review with Product and Engineering. Essential Duties and 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.