Director – Incidents and Escalations
DDN
full-time
Posted on:
Location Type: Remote
Location: United States
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Job Level
Tech Stack
About the role
- Lead and coordinate the resolution of major incidents, ensuring efficient triage, response, and communication during critical outages or disruptions.
- Serve as the primary escalation point for complex customer issues, working closely with senior leadership to drive solutions and manage customer expectations.
- Own the customer experience during high-severity incidents and escalations, ensuring clear communication and alignment between customers, support teams, and internal stakeholders.
- Design and implement best practices for incident management, leveraging automation and AI tools to reduce incident response time and increase resolution accuracy.
- Lead and mentor the incidents and escalation teams, ensuring continuous professional development, cross-training, and effective team collaboration.
- Collaborate with Product Development, Engineering, and other departments to identify root causes of incidents, driving long-term product and service improvements.
- Develop and maintain key performance indicators (KPIs) for incident management, continuously improving processes for faster resolution times and closed loop process improvements.
- Partner with senior leadership to develop and execute strategic initiatives aimed at improving incident response and reducing future incidents, including the introduction of proactive monitoring tools and AI-driven insights.
Requirements
- 10+ years of experience in a technical support or operations role within the technology, storage, or managed services industry, with at least 5 years in a leadership position overseeing escalations or incident response.
- Proven experience leading cross-functional teams and managing critical incidents under high-pressure situations.
- Strong understanding of computer storage technologies (e.g., SAN, NAS, cloud storage, etc.), infrastructure management, network operations, and performance monitoring tools.
- Excellent communication and interpersonal skills, with the ability to influence both technical teams and non-technical stakeholders.
- Strong analytical and problem-solving abilities, with the capability to think strategically and drive continuous improvement in incident and escalation processes.
- Demonstrated experience managing customer expectations and fostering strong relationships with strategic accounts, including experience working with SLAs and SLOs.
- Bachelor’s degree in a technical field such as Computer Science, Engineering, or equivalent; an MBA or relevant master’s degree is a plus.
- ITIL certification or similar in incident management and service delivery is highly desirable.
- Willingness to participate in 24/7 on-call rotations and lead crisis situations as they arise.
Benefits
- no benefits were listed
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
incident managementautomationAI toolsperformance monitoringcomputer storage technologiesinfrastructure managementnetwork operationsKPI developmentproblem-solvingstrategic thinking
Soft Skills
communicationinterpersonal skillsleadershipteam collaborationanalytical skillscustomer relationship managementinfluencing skillscross-functional team leadershipcontinuous improvementcrisis management
Certifications
ITIL certificationMBAmaster's degree in technical field