Find Escalation manager Jobs in Dublin, D

Escalation Manager
MongoDB —Dublin, County Dublin
- Hybrid work
- Azure
- DevOps
- AWS
12h
Incident Management Engineer (Korean/English bilingual), Incident Detection and Response
Amazon Web Services EMEA SARL (Irish Branch) —Dublin, County Dublin
- Weekend availability
- Computer Science
- English
- AWS
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BNP Paribas —Dublin, County Dublin
- Full-time
- Microsoft Powerpoint
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Risk Manager
Odin Capital Management Ltd. —Dublin, County Dublin
- €40,000–€70,000 a year
- Full-time
- Hybrid work
- Engineering
- Analysis skills
- C++
Quick apply
3d
Service Delivery Manager - Dublin
Version 1 —Dublin, County Dublin
- €60,000–€74,000 a year
- Full-time
- Hybrid work
- Oracle
- Management
- Customer service
- Employee assistance program
- Employee discount
Quick apply
Senior People Operations Manager – EMEA
Compass Group UK —Dublin, County Dublin
- €77,000 a year
- Overtime
- Hospitality
- Bachelor's degree
- Human resources
- Employee assistance program
Workplace Experience Program Manager
Clio —Dublin, County Dublin
- €65,100–€88,100 a year
- Full-time
- Bar
- Project management
- No degree
Revenue Operations Manager, EMEA
Okta —Dublin, County Dublin
- €68,000–€93,500 a year
- Sales
- Continuous improvement
- Communication skills
- Annual leave
Implementation Manager (French Speaking)
Rippling —DUBLIN 2, County Dublin
- Full-time
- Hybrid work
- Google Suite
- Sales
- Project management
Project & Change Delivery Manager
Teleperformance —Dublin 07, County Dublin
- Full-time
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
Senior Project Manager
EMR Integrated Solutions —Dunboyne, County Meath
- €65,487–€68,761 a year
- Full-time
- Hybrid work
- Engineering
- Project management
- Bachelor's degree
Quick apply
10d
Moves & Small Works Manager
Turner & Townsend —Dublin, County Dublin
- Full-time
- AutoCAD
- Microsoft Excel
- Customer service
Quick apply
Specialist I, Investor Services AML FTC
SEI Investments —Dublin, County Dublin
- Full-time
- Hybrid work
- Customer service
- English
- Administrative experience
Technical Account Manager, Enterprise Support, Strategic Industries, Energy
Amazon Web Services EMEA SARL (Irish Branch) —Dublin, County Dublin
- Full-time
- English
- AWS
- Leadership
- Employee assistance program
PMO Manager
AbbVie —Dublin, County Dublin
- Full-time
- Engineering
- Microsoft Office
- Project management
Senior Manager, Success Architecture
Salesforce —Dublin, County Dublin
- Full-time
- Management
- Customer service
- Analysis skills
1d
Program Manager Direct Current for Data Center (DC for DC) EMEA
Eaton —Dublin, County Dublin
- Engineering
- English
- Master's degree
Protective Services Senior Manager SOC Lead
Accenture —Dublin, County Dublin
- Overtime
- Customer service
- Analysis skills
- Bachelor's degree
16h
Sr. Technical Program Manager, Central Ops
Amazon Data Services Ireland Limited —Dublin, County Dublin
- Full-time
- Management
- Software troubleshooting
- SQL
Assistant Recruitment Manager
Manor Homecare —Maynooth, County Kildare
- €40,000–€45,000 a year
- Microsoft Office
- Administrative experience
- Supervising experience
- Free parking
Quick apply

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Escalation Manager

MongoDB -
Dublin, County Dublin

Apply Now

Job details

12 hours ago

Qualifications

Azure
DevOps
NoSQL
PaaS
Google Cloud Platform
AWS
Distributed systems
Linux
Root cause analysis
SaaS
Communication skills
IaaS
Negotiation

Full job description

MongoDB's mission is to empower innovators to create, transform, and disrupt industries by unleashing the power of software and data. We enable organizations of all sizes to easily build, scale, and run modern applications by helping them modernize legacy workloads, embrace innovation, and unleash AI. Our industry-leading developer data platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available in more than 115 regions across AWS, Google Cloud, and Microsoft Azure. Atlas allows customers to build and run applications anywhere—on premises, or across cloud providers. With offices worldwide and over 175,000 new developers signing up to use MongoDB every month, it's no wonder that leading organizations, like Samsung and Toyota, trust MongoDB to build next-generation, AI-powered applications.

The Escalation Manager is a critical role within Technical Services. As a member of our global Incident and Escalation Management team, they work internally with our 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. Transparency is key and is achieved by providing timely and accurate updates to senior management regarding active escalations, as well as important detail on the status of the customer account.

Individuals in this role are highly organized, proactive and professional. You are one who excels in fast-paced environments and can assess business impact, mobilize cross-functional teams, and drive technical escalations with urgency and ownership. We are looking for someone who has a customer-focused mindset with excellent communication and expectation-setting abilities. You have a technical background in Support, Services, DevOps, Systems Engineering, or Database environments, and are experienced in incident response or crisis management. You will have strong negotiation and objection-handling skills, along with the ability to deliver concise, actionable reporting for escalations and post-mortem reviews.

We are looking to speak to candidates who are based in Dublin for our hybrid working model.

Position Expectations:

Manage a portfolio of high-impact, long-running escalations, driving them to resolution
Map customer stakeholders, set and reset expectations, and maintain clear, consistent communication
Collaborate with Engineering and Field leadership to secure resources and drive issue resolution
Organize and lead internal and customer calls, ensuring alignment and progress across teams
Maintain a regular communication cadence, including executive summaries for internal stakeholders
Ensure timely delivery of commitments by proactively communicating risks or changes
Deliver high-quality incident resolution focused on root cause analysis, prevention, and knowledge transfer
Track and analyze escalation trends to contribute to continuous process improvements
Lead or support initiatives that evolve escalation and incident management practices

What You'll Need:

3+ years managing highly technical customer escalations in the software industry
Experience with managing and engaging customers throughout the case life history
Skilled in conducting customer facing and internal technical root cause analysis
Strong background in utilizing pager duty and managing incidents
Strong troubleshooting and diagnostic skills with experience in distributed systems and advanced computing concepts
Familiarity with Linux, cloud platforms (AWS, GCP, Azure), and database technologies
Experience in corporate/vendor environments working with customers, stakeholders, and vendors
High emotional intelligence, a customer-focused mindset, and a strong desire to help others
Ability to quickly learn new technologies and think on your feet in complex situations
Excellent communication skills (written and verbal) with experience engaging executives and translating technical issues for diverse audiences

Desired Skills & Experience:

Experience in software engineering with comfort in programming, queries, and command-line operations
Background in technical support, customer success, or account management at a database or distributed systems company (NoSQL experience preferred)
Hands-on experience as a database, network, or storage administrator
Cloud expertise with AWS, Azure, GCP, and familiarity with IaaS, PaaS, and SaaS environment

About MongoDB

MongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the data platform for the AI era, enabling builders to create, transform, and disrupt industries with software. MongoDB's unified data platform, the most widely available, globally distributed data platform on the market, helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud-native platform, MongoDB Atlas, is the only globally distributed, multi-cloud data platform and is available across AWS, Google Cloud, and Microsoft Azure.

With offices worldwide and over 67,000 customers, including 75% of the Fortune 100 and AI-native startups, relying on MongoDB for their most important applications, we're powering the next era of software.

Our compass at MongoDB is our Leadership Commitment, guiding how and why we make decisions, show up for each other, and win. It's what makes us MongoDB.

To drive the personal growth and business impact of our employees, we're committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees' wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it's like to work at MongoDB, and help us make an impact on the world!

MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.

MongoDB is an equal opportunities employer.

Req ID: 2273498034

Apply Now

Refine Your Search

escalation manager jobs in dublin, d

Escalation Manager

Incident Management Engineer (Korean/English bilingual), Incident Detection and Response

Head of Aviation KYC Onboarding Premium Services

Risk Manager

Service Delivery Manager - Dublin

Senior People Operations Manager – EMEA

Workplace Experience Program Manager

Revenue Operations Manager, EMEA

Implementation Manager (French Speaking)

Project & Change Delivery Manager

Senior Project Manager

Moves & Small Works Manager

Specialist I, Investor Services AML FTC

Technical Account Manager, Enterprise Support, Strategic Industries, Energy

PMO Manager

Senior Manager, Success Architecture

Program Manager Direct Current for Data Center (DC for DC) EMEA

Protective Services Senior Manager SOC Lead

Sr. Technical Program Manager, Central Ops

Assistant Recruitment Manager

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