Critical Incident Resolution Specialist

2 weeks ago


Gurgaon, Haryana, India MongoDB Full time
About MongoDB

MongoDB empowers innovators to drive transformation and innovation across industries by unleashing the power of software and data. We enable organizations to build, scale, and run modern applications by helping them modernize legacy workloads, embrace innovation, and harness the potential of AI.

Our industry-leading developer data platform, MongoDB Atlas, is a globally distributed, multi-cloud database available in over 115 regions across AWS, Google Cloud, and Microsoft Azure. This allows customers to build anywhere – on the edge, on-premises, or across cloud providers. With offices worldwide and over 175,000 developers joining MongoDB each month, leading organizations like Samsung and Toyota trust MongoDB to build next-generation, AI-powered applications.

Job Overview

We are seeking an Associate Escalation Manager for our Technical Services organization (Support) to play a critical role in coordinating the resolution of critical technical issues across our portfolio of cutting-edge products. You will work closely with our Engineering, Services, Sales, and Product Management teams, as well as externally with high-profile customers and partners.

Key Responsibilities
  • Coordinate the resolution of critical technical issues across our product portfolio.
  • Work closely with internal stakeholders, including Engineering, Services, Sales, and Product Management teams.
  • Engage with external customers and partners to ensure timely resolution of escalated support cases.
  • Determine the resources needed to resolve escalations and obtain commitment from Engineering and Field leadership.
  • Co-own and lead the creation of post-incident reports and develop executive summaries for internal stakeholders.
Requirements
  • Ability to execute independently and with the help of the wider Escalations Team.
  • Strong communication skills, including negotiation, objection handling, and presenting summary information.
  • Treats others with patience, empathy, and a genuine desire to help.
  • Familiarity with key differences between running services or applications on-premises versus in the cloud.
  • Bonus points for foreign language skills, MongoDB or Cloud Certification, or previous support experience.
Success Measures

The Associate Escalation Manager will be successful in this role by building strong relationships with customers in escalated situations and reducing the impact of escalated support cases. In the first year, you will have successfully handled at least ten escalations, produced independent post-incident documents, and developed a list of Subject-Matter-Experts to engage in escalations related to specific product areas.

About the Role

This is a hybrid working model based in Gurugram, requiring candidates to be based locally. The salary range for this position is ₹1,200,000 - ₹1,500,000 per annum, depending on experience. If you are ready to cover Tuesday to Saturday shifts after 6 months of ramping and have excellent communication skills, we encourage you to apply.



  • Gurgaon, Haryana, India AXA Group Full time

    At AXA XL, we're seeking a skilled Claims Resolution Specialist to join our Motor team.This is an exciting opportunity to work in a dynamic, global business where you'll play a critical role in managing and resolving claims for our customers.You'll work closely with your manager, coordinating with fellow claims analysts to bring claims to resolution.As a...


  • Gurgaon, Haryana, India AXA Group Full time

    Claims Resolution Specialist RoleWe are seeking a Claims Resolution Specialist to perform various functions which primarily involve analyzing, advising, and managing claims for various lines of business. The emphasis of your job is on reviewing claims filed by policyholders for completeness and accuracy, as well as establishing that the damages are covered...


  • Gurgaon, Haryana, India Vizlogic Digital Solutions Private Limited Full time

    Job Title: Security Operations SpecialistAbout the Role:The primary function of the Security Operations Specialist is to analyze any incidents escalated by various security tools and services. They will undertake the detailed investigation of the Security Event and determine whether the security event will be classified as an incident. Once an incident is...


  • Gurgaon, Haryana, India AHEAD Full time

    About AHEADAHEAD is a leading provider of digital business platforms, empowering enterprises to drive transformation through innovative cloud infrastructure, automation, analytics, and software delivery.Estimated Salary: $120,000 - $180,000 per yearAbout the RoleWe are seeking an experienced Digital Transformation Incident Manager to join our Managed...


  • Gurgaon, Haryana, India UnitedLex Full time

    About UsUnitedLex India Private Limited is a data and professional services company delivering outcomes that create value and competitive advantage for legal and business. Our business is anchored by a passion for innovation brought to life by a global community of diverse individuals determined to deliver on the promise of data mastery, legal acumen, and...


  • Gurgaon, Haryana, India Orange Business Services Full time

    About Orange Business ServicesOrange Business Services is a leading provider of global communication solutions. Our extensive experience and knowledge in international communication enable us to deliver consistent, high-quality services worldwide.Job DescriptionWe are seeking an experienced Problem Resolution Expert to join our team. The successful candidate...


  • Gurgaon, Haryana, India Gartner Full time

    About this Role: As a NOC Specialist at Gartner, you will play a critical role in ensuring the seamless operation of our IT systems and infrastructure. You will work in a fast-paced, dynamic environment, responding to incidents and proactive monitoring of systems to identify and resolve potential issues before they impact our business. Key...


  • Gurgaon, Haryana, India Invokhr Full time

    About InvokhrWe are a leading innovator in the insurance industry, dedicated to delivering exceptional solutions that meet the evolving needs of our customers. Our team is passionate about developing cutting-edge technology that drives business growth and success.Job SummaryWe are seeking an experienced Senior Full Stack Developer to join our team as an...


  • Gurgaon, Haryana, India AGILE TECHNOLOGY SOLUTIONS Full time

    SAP MM/HANA Implementation SpecialistWe are seeking a highly skilled SAP MM/HANA Implementation Specialist to join our team at Agile Technology Solutions. Key Responsibilities:Implementation of SAP S/4HANA Materials Management.Participating in SAP MM/CP functional design activities.Assist and actively participate in the delivery of complex changes,...


  • Gurgaon, Haryana, India Egon Zehnder Full time

    Job SummaryWe are seeking a highly skilled Lead Monitoring Specialist to join our team at Egon Zehnder. In this role, you will be responsible for overseeing the monitoring of system performance metrics, including uptime, response times, and resource utilization, using monitoring tools such as Nagios, Microsoft SCOM, Site24X7, and other third-party tools.Key...


  • Gurgaon, Haryana, India Invokhr Full time

    **Job Summary**Invokhr is seeking a skilled Technical Production Support Specialist - Java Full Stack Developer to join our team. As a key member of our production support team, you will play a critical role in ensuring the stability and performance of our applications.**Key Responsibilities**Provide level 2 and 3 production incident support for all Invokhr...


  • Gurgaon, Haryana, India noon Full time

    **About noon.com**noon.com is a technology leader with a mission to be the best place to buy and sell things. We aim to accelerate the digital economy of the Middle East, empowering talent and businesses to meet consumer needs.We operate without boundaries, being aggressively ambitious. Our platform has evolved from noon.com, the region's homegrown...


  • Gurgaon, Haryana, India Gartner Full time

    About Gartner IT:We're a world-class team of skilled engineers building creative digital solutions to support our colleagues and clients. Our work drives a broad organizational impact by delivering cutting-edge technology solutions that power Gartner. Our culture values innovation, an outcome-driven approach, and the notion that great ideas come from anyone...


  • Gurgaon, Haryana, India T&N Business Services Pvt. Ltd Full time

    Job Title: Technical Support SpecialistJob Description:We are seeking a highly skilled Technical Support Specialist to join our team at T&N Business Services Pvt. Ltd. As a Technical Support Specialist, you will be responsible for handling complex technical support cases, managing technical escalations, and providing status updates to drive successful...


  • Gurgaon, Haryana, India Virtusa Full time

    Job Title: Application Support SpecialistJob SummaryWe are seeking an experienced Application Support Specialist to join our team at Virtusa. In this role, you will be responsible for maintaining and improving the performance and availability of our clients' web applications and platform.Key ResponsibilitiesMaintaining and improving the performance and...


  • Gurgaon, Haryana, India AXA Group Full time

    Job Title: Technical Support SpecialistAXA XL, the P&C and speciality risk division of AXA, is seeking a Technical Support Specialist to join our team.As a Technical Support Specialist, you will be responsible for delivering high-quality service that improves the overall colleague experience.Key Responsibilities:Provide support for IT-related incidents and...


  • Gurgaon, Haryana, India BT Group Full time

    Job Summary:We are seeking a highly skilled Cybersecurity Specialist to join our team in threat hunting and incident response. This role involves executing activities around incident response, security monitoring, threat hunting, security analytics, and reporting.Key Responsibilities:Collaborate with vendors, consultants, and third-party service providers to...


  • Gurgaon, Haryana, India Orange Business Services Full time

    About the RoleAs a Cybersecurity Specialist at Orange Business Services, you will play a critical role in protecting our customers' digital assets from cyber threats. Your primary responsibility will be to design, implement, and manage market-leading cybersecurity solutions to ensure the security and integrity of our customers' data.Key ResponsibilitiesPlan,...


  • Gurgaon, Haryana, India Genpact Full time

    **Job Overview:**Genpact, a global professional services firm, is seeking an experienced Senior Network Infrastructure Specialist to support our network operations team. This role involves working actively on operational issues, collaborating with internal and external stakeholders, and ensuring high uptime for business-critical systems.**Key...


  • Gurgaon, Haryana, India 2coms Full time

    We are seeking a skilled Service Desk Management Specialist to join our team at 2coms. This is an exciting opportunity for a fresh graduate or an individual with technical client support experience to take their career to the next level.About the Role:The successful candidate will act as the primary interface between our clients and our systems or...