Director, Escalation Management

Job not on LinkedIn

🔥 12 hours ago

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

💵 $160k - $200k / year

⏰ Full Time

🔴 Lead

👔 Director

👻 Ghost score 20%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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DeepHealth

WebsiteLinkedInAll Job Openings

11 - 50 employees

🏥 Healthcare

💼 Consulting

📦 Logistics

💰 $225k Grant on 2019-08

Healthcare • Consulting • Logistics

DeepHealth is a global leader in AI-powered health informatics, providing innovative solutions designed to enhance operational efficiency and clinical confidence in radiology. As a wholly-owned subsidiary of RadNet, Inc. , DeepHealth offers a comprehensive suite of diagnostic and imaging tools, including the DeepHealth OS, a pioneering cloud-native operating system. Their AI-powered solutions support large-scale diagnostic programs and streamline workflows in areas such as breast, prostate, lung, and brain cancer detection. DeepHealth collaborates with leading healthcare institutions worldwide to transform radiology practices and improve care delivery.

📋 Description

• 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 based on customer impact, severity, business risk, and contractual commitments • Own the ITIL Problem Management practice for Services, including problem identification, problem control, and error control • Maintain problem records, known errors, and published workarounds • Research, document, and publish root cause analysis reports • Drive corrective and preventive actions to completion with Engineering, Product, and Platform teams • Host recurring Defect Review Boards with each product line and publish outcomes to Services stakeholders • Apply ITIL Release Management practices to track and communicate L3 ticket status and fixes contained in product versions, patches, and hotfixes • Partner with Platform and Cloud Management to schedule and sequence patch and release upgrades to customer cloud environments • Help customers and Services resources understand differences between end-of-life and new-stack products • Work with Product to identify and close functionality gaps • Report on escalation volume, aging, fix status, upgrade schedules, and RCA outcomes • Lead communication for high-severity customer escalations

🎯 Requirements

• Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent professional experience (required) • 10+ years of experience in enterprise software support, escalation engineering, sustaining engineering, or technical services (required) • 5+ years leading technical teams (required) • Hands-on experience with ITIL Problem Management, including root cause analysis, known error management, and RCA reporting (required) • Working knowledge of ITIL Release Management, Deployment Management, and Change Enablement practices (required) • Experience coordinating software releases, patches, or upgrades in cloud or SaaS environments (required) • Experience running cross-functional defect triage or review forums with Product and Engineering (required) • Ability to prioritize competing needs across a large customer base and lead through influence (required) • Clear written and verbal communication with executives, customers, and technical staff (required) • Familiarity with ITIL standards and formal RCA methods (for example, 5 Whys, Ishikawa, Kepner-Tregoe, or fault tree analysis) (preferred) • Experience supporting migrations from legacy or end-of-life products to new platforms (preferred) • Familiarity with medical imaging, radiology, or clinical software, including on-premise and hosted deployments (preferred) • Experience with AWS, Azure, or GCP and multi-tenant SaaS operations (preferred) • Proficiency with ITSM and issue tracking tools such as ServiceNow, Jira, or Salesforce Service Cloud (preferred) • Follows data privacy, compliance, safety and confidentiality standards • Must be able to perform essential duties and responsibilities, with or without reasonable accommodation

🏖️ Benefits

• Occasional travel may be required • Reasonable accommodation for physical demands