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DeepHealthPosted 10/20/2026full-timeRemote • Massachusetts • United StatesLead💰 $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 practices, with a strong focus on root cause analysis and defect triage. Proven ability to lead technical teams and manage escalations effectively while ensuring clear communication across stakeholders.
Highest-signal resume keywords
ITIL Problem ManagementRoot Cause AnalysisDefect Triage CoordinationTechnical Team LeadershipCloud Environment Management
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 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
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 (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
Comp & perks- Occasional travel may be required
- Reasonable accommodation for physical demands
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 AnalysisITIL Problem ManagementITIL Release ManagementDeployment ManagementChange EnablementSoftware Release CoordinationEscalation EngineeringTechnical ServicesSustaining EngineeringEnterprise Software Support
Soft Skills
Clear CommunicationInfluential LeadershipPrioritization SkillsCoaching and Development
Tools & Technologies
ServiceNowJiraSalesforce Service CloudAWSAzureGCP
Industry Keywords
Medical ImagingRadiologyClinical SoftwareSaaS OperationsData Privacy Compliance