Director, Incidents and Escalations at Jobgether – United States

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Director, Incidents and Escalations in United States.

This leadership role sits at the heart of operational resilience and customer experience within a high-performance technology environment supporting advanced AI and data infrastructure. The Director, Incidents and Escalations will oversee the end-to-end management of critical incidents, ensuring rapid resolution, clear communication, and minimal disruption to customers. This position combines strategic oversight with hands-on leadership during major escalations, acting as a key liaison between customers and internal technical teams. You will lead and develop a high-performing team focused on incident response, root cause analysis, and continuous improvement. Working closely with Engineering, Product, and Customer-facing teams, you will help shape best practices that strengthen system reliability and service excellence. This role is ideal for a leader who thrives in high-pressure environments and is passionate about operational excellence at scale.

Lead the management of high-severity incidents and escalations, ensuring structured response, rapid triage, and effective resolution while maintaining strong customer communication and trust.

• Act as the primary escalation point for critical customer issues, coordinating with senior stakeholders to drive timely and effective solutions.
• Oversee incident response operations, ensuring clear processes, accountability, and alignment across technical and customer-facing teams.
• Design and implement scalable incident management frameworks, leveraging automation and AI-driven tools to improve speed, accuracy, and efficiency.
• Lead, mentor, and develop a team of escalation engineers and incident managers, fostering collaboration, skill growth, and operational discipline.
• Partner with Engineering, Product, and Infrastructure teams to identify root causes and drive long-term reliability and service improvements.
• Define and monitor KPIs for incident response and escalation performance, ensuring continuous process optimization and service excellence.
• Support strategic initiatives aimed at reducing incident frequency and impact through proactive monitoring and systemic improvements.

10+ years of experience in technical support, operations, or infrastructure environments, with at least 5 years in a leadership role focused on incident management or escalations.

• Strong technical understanding of storage and infrastructure technologies such as SAN, NAS, cloud storage, networking, and performance monitoring systems.
• Proven experience managing high-severity incidents in complex, enterprise-scale environments with strong SLA/SLO accountability.
• Demonstrated leadership ability in guiding cross-functional teams under pressure and driving resolution in critical situations.
• Excellent communication and stakeholder management skills, with the ability to engage both technical experts and executive-level customers.
• Strong analytical and problem-solving mindset with a focus on root cause analysis and continuous improvement.
• Experience working with enterprise or strategic customers in technology, cloud, or data-intensive industries.
• Bachelor’s degree in Computer Science, Engineering, or related field; advanced degree or ITIL certification is a plus.
• Availability to participate in on-call rotations and lead urgent incident response when required.

• Competitive compensation package aligned with experience and leadership level
• Remote-friendly work environment (#LI-Remote)
• Opportunity to work at the forefront of AI and high-performance data infrastructure
• Exposure to global enterprise customers and mission-critical systems
• Career growth within a highly innovative and fast-evolving technical organization
• Collaborative and cross-functional work culture with strong engineering partnerships
• Leadership role with high visibility and strategic impact