The Critical Incident and Escalation Director is responsible for leading the organization's response to high-impact incidents and managing escalations to ensure swift resolution and minimal disruption to operations. This role involves developing and implementing incident management strategies, coordinating with various stakeholders, and overseeing the escalation process to address and resolve complex issues effectively.

Key Responsibilities:

• Incident Management:
• Lead and coordinate the response to critical incidents, including product or vendor outages, security breaches, and other major disruptions.
• Develop and implement incident management processes, procedures, and best practices to ensure timely and effective resolution.
• Conduct post-incident reviews to identify root causes, document lessons learned and recommend improvements.
• Escalation Management:
• Oversee the escalation process for unresolved or complex issues, ensuring they are addressed promptly and effectively.
• Collaborate with senior leadership and cross-functional teams to manage high-priority escalations and ensure proper communication.
• Strategy and Planning:
• Develop and maintain incident response and escalation plans, including crisis communication strategies and recovery plans.
• Analyze incident trends and escalate patterns to identify areas for improvement and implement preventive measures.
• Stakeholder Communication:
• Serve as the primary point of contact for critical incidents and escalations, providing timely updates and information to stakeholders, including senior leaders, DLT, and internal and external customers.
• Coordinate with internal teams, external vendors, as needed to manage incidents and escalations.
• Program Leadership:
• Lead process and protocol for Technical Support Engineers and leaders involved in a critical incident by providing guidance, training, and support.
• Foster a culture of continuous improvement and accountability within the incident management and escalation teams.
• Compliance and Reporting:
• Ensure that incident and escalation management practices comply with relevant regulations, standards, and organizational policies.
• Prepare and present incident and escalation reports to senior management, highlighting key metrics, trends, and areas for improvement.

Minimum Qualifications:

• Bachelor’s degree in information technology, Business Administration, or a related field (Master's degree preferred).
• 4+ years of experience in incident management, escalation management, or a related field.
• 4+ years of experience with IT systems, infrastructure, and operations.
• 4+ years of experience with incident management tools and frameworks (e.g., ITIL, NIST).
• 4+ years of leadership experience.

Preferred Qualifications:

• Effective communication and interpersonal skills, with the ability to manage stakeholder expectations and coordinate across teams.
• Excellent problem-solving, analytical, and decision-making skills.
• Certifications in incident management or related areas (e.g., ITIL, CISSP).
• Experience in a similar role within a large, complex organization.
• Familiarity with regulatory requirements and compliance standards relevant to the industry.

Salary, DOE, plus Health, Dental, Life, STD, LTD, 401k, PTO. Total compensation may vary depending on candidate experience, education and location.

All your information will be kept confidential according to EEO guidelines.

We offer competitive compensation, company-sponsored premium benefits, medical, dental, vacation/holidays, company matching 401(k) Plan, etc. Dynatrace is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities, age, sexual orientation, creed, disability status, veteran status, pregnancy, genetic status, or any other characteristic protected by law. If your disability makes it difficult for you to use this site, please contact [email\protected]. Dynatrace participates in E-Verify, participant information in English and Spanish. Right to work information in English and Spanish. EEO is the Law / EEO is the Law Supplement. To be considered for this position, please upload your resume/CV.