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DeepHealthPosted 10/20/2026full-timeRemote • Massachusetts • United StatesSenior💰 $160,000 - $200,000 per yearWebsite
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in ITIL Problem Management and Release Management, with a strong focus on root cause analysis, defect triage, and effective communication across technical and executive teams. Proven ability to lead and develop technical teams while managing escalations and coordinating software releases in cloud environments.
Highest-signal resume keywords
ITIL Problem ManagementRoot Cause AnalysisDefect Triage CoordinationCloud Software Release ManagementTechnical Team Leadership
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- 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 product lines and publish outcomes to Services stakeholders
- Apply ITIL Release Management practices to track and communicate L3 ticket status and fixes 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
What you’ll need- 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 (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)
- Follow all local, regional, and country laws concerning employment
- Follow DeepHealth policies and procedures
- Follow data privacy, compliance, safety, and confidentiality standards
- Practice universal safety precautions
- Regular attendance and punctuality in accordance with DeepHealth guidelines
Benefits
Comp & perks- Occasional travel may be required
- Reasonable accommodation for essential duties
- Remote work arrangement
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Root Cause AnalysisKnown Error ManagementITIL Release ManagementDeployment ManagementChange EnablementEscalation EngineeringSustaining EngineeringTechnical ServicesSoftware SupportCloud Environments
Soft Skills
Clear CommunicationInfluential LeadershipPrioritizationCoachingCollaboration
Tools & Technologies
ServiceNowJiraSalesforce Service CloudAWSAzureGCP
Industry Keywords
Medical ImagingRadiologyClinical SoftwareSaaS OperationsEnd-of-Life Products