Overview
On Site
USD 95,000.00 - 187,000.00 per year
Full Time
Skills
Database
Amazon Web Services
Google Cloud Platform
Google Cloud
Microsoft Azure
ATLAS
Cloud Computing
Artificial Intelligence
Data Link Layer
AV
Audiovisual
Decision-making
Training And Development
Customer Service
Strategic Planning
User Experience
Service Delivery
Workflow
Incident Management
Change Management
Problem Management
Continuous Improvement
Business Operations
Reporting
Apache Storm
Budget
Return On Investment
Regulatory Compliance
Risk Management
Privacy
Information Engineering
Internet Explorer
System On A Chip
ISO/IEC 27001:2005
Information Security
Business Administration
Information Technology
Technical Support
Management
ITIL
Service Management
Innovation
KPI
Communication
Budget Management
Collaboration
Asset Management
Leadership
SLT
Recruiting
Genetics
MongoDB
Health Insurance
Job Details
MongoDB's mission is to empower innovators to create, transform, and disrupt industries by unleashing the power of software and data. We enable organizations of all sizes to easily build, scale, and run modern applications by helping them modernize legacy workloads, embrace innovation, and unleash AI. Our industry-leading developer data platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available in more than 115 regions across AWS, Google Cloud, and Microsoft Azure. Atlas allows customers to build anywhere-on the edge, on premises, or across cloud providers. With offices worldwide and over 175,000 developers joining MongoDB every month, it's no wonder that leading organizations, like Samsung and Toyota, trust MongoDB to build next-generation, AI-powered applications.
Overview
We are seeking a dynamic and innovative Director of Global Support to lead our global support team within the Global Enterprise Technology (GET) department. This role is critical in ensuring seamless and efficient support operations, enhancing user experience, and driving continuous improvement across our global enterprise. The Director of Global Support will oversee the Triage team, L2 support, and AV&C, while collaborating closely with the Senior Director of GET and pillar leaders.
MongoDB's mission is to empower innovators to create, transform, and disrupt industries by unleashing the power of software and data. We enable organizations of all sizes to easily build, scale, and run modern applications by helping them modernize legacy workloads, embrace innovation, and unleash AI. Our industry-leading developer data platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available in more than 115 regions across AWS, Google Cloud, and Microsoft Azure. Atlas allows customers to build anywhere-on the edge, on premises, or across cloud providers. With offices worldwide and over 175,000 developers joining MongoDB every month, it's no wonder that leading organizations, like Samsung and Toyota, trust MongoDB to build next-generation, AI-powered applications.
Overview
We are seeking a dynamic and innovative Director of Global Support to lead our global support team within the Global Enterprise Technology (GET) department. This role is critical in ensuring seamless and efficient support operations, enhancing user experience, and driving continuous improvement across our global enterprise. The Director of Global Support will oversee the Triage team, L2 support, and AV&C, while collaborating closely with the Senior Director of GET and pillar leaders.
Responsibilities
This role requires close collaboration with:
To drive the personal growth and business impact of our employees, we're committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees' wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it's like to work at MongoDB, and help us make an impact on the world!
MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.
MongoDB, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Req ID:
MongoDB's base salary range for this role is posted below. Compensation at the time of offer is unique to each candidate and based on a variety of factors such as skill set, experience, qualifications, and work location. Salary is one part of MongoDB's total compensation and benefits package. Other benefits for eligible employees may include: equity, participation in the employee stock purchase program, flexible paid time off, 20 weeks fully-paid gender-neutral parental leave, fertility and adoption assistance, 401(k) plan, mental health counseling, access to transgender-inclusive health insurance coverage, and health benefits offerings. Please note, the base salary range listed below and the benefits in this paragraph are only applicable to U.S.-based candidates.
MongoDB's base salary range for this role in the U.S. is:
$95,000-$187,000 USD
Overview
We are seeking a dynamic and innovative Director of Global Support to lead our global support team within the Global Enterprise Technology (GET) department. This role is critical in ensuring seamless and efficient support operations, enhancing user experience, and driving continuous improvement across our global enterprise. The Director of Global Support will oversee the Triage team, L2 support, and AV&C, while collaborating closely with the Senior Director of GET and pillar leaders.
MongoDB's mission is to empower innovators to create, transform, and disrupt industries by unleashing the power of software and data. We enable organizations of all sizes to easily build, scale, and run modern applications by helping them modernize legacy workloads, embrace innovation, and unleash AI. Our industry-leading developer data platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available in more than 115 regions across AWS, Google Cloud, and Microsoft Azure. Atlas allows customers to build anywhere-on the edge, on premises, or across cloud providers. With offices worldwide and over 175,000 developers joining MongoDB every month, it's no wonder that leading organizations, like Samsung and Toyota, trust MongoDB to build next-generation, AI-powered applications.
Overview
We are seeking a dynamic and innovative Director of Global Support to lead our global support team within the Global Enterprise Technology (GET) department. This role is critical in ensuring seamless and efficient support operations, enhancing user experience, and driving continuous improvement across our global enterprise. The Director of Global Support will oversee the Triage team, L2 support, and AV&C, while collaborating closely with the Senior Director of GET and pillar leaders.
Responsibilities
- Leadership and Management:
- Lead and manage globally distributed teams, including Triage team, L2 support, and AV&C teams, ensuring high performance and alignment with GET objectives
- Motivate and inspire team members, fostering a culture of innovation, collaboration, and data-driven decision-making
- Work closely with the Senior Director of GET and pillar leaders (Asset Management, GET Engineering) to align support strategies with overall GET goals
- Continually develop, evaluate, and provide effective training and development programs for the Global Support team to improve technical skillsets and customer service skills
- Strategic Planning and Innovation:
- Develop and implement strategic plans to optimize global support operations, enhance user experience, and improve service delivery
- Identify and implement innovative solutions to automate processes, improve workflows, and enhance support capabilities using shift-left principles
- Continuous improvement mindset; proactively evaluate and enhance support processes to ensure efficiency and effectiveness
- ITIL Best Practices and Incident Management:
- Collaborate with the Operations Senior Manager and GET Engineering to implement and enforce ITIL best practices related to incident management, change management, problem management, and continuous improvement
- Ensure timely and effective resolution of incidents and problems, minimizing impact on business operations
- Metrics and Reporting:
- Develop and implement team-specific metrics and KPIs to complement the Standardized TechOps Reporting Metrics (STORM)
- Utilize data to analyze performance, identify trends, and drive improvements in support services
- Provide regular reports and insights to senior leadership on support performance and initiatives
- Budget Management:
- Work closely with the Senior Director of GET and the Asset Management Senior Manager to manage the global support budget effectively
- Ensure optimal allocation of resources and demonstrate a strong return on investment for support activities
- Security, Compliance, & Risk Management:
- Ensure IT support operations adhere to global security standards and data privacy regulations (ie SOC2, GDPR, ISO27001)
- Collaborate with the InfoSec team to implement and support security measures to improve IT's security posture
- Bachelor's degree in Business Administration, Information Technology, or a related field or equivalent experience
- 8+ years of experience managing Global IT Support teams
- Proven experience in leading and managing global support teams
- Strong understanding of ITIL best practices and service management principles
- Demonstrated ability to develop and implement strategic plans and drive innovation
- Experience in developing and utilizing metrics and KPIs to measure performance and drive improvements
- Excellent communication, collaboration, and leadership skills
- Data-driven and results-oriented mindset
- Budget management experience
- Bonus: Experience successfully implementing a VIP Support function
This role requires close collaboration with:
- Senior Director of GET
- GET Pillar Leaders (Asset Management, GET Engineering)
- IT Service Manager
- Senior Leadership Team (SLT) across all MongoDB Business Units
- MongoDB executives
To drive the personal growth and business impact of our employees, we're committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees' wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it's like to work at MongoDB, and help us make an impact on the world!
MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.
MongoDB, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Req ID:
MongoDB's base salary range for this role is posted below. Compensation at the time of offer is unique to each candidate and based on a variety of factors such as skill set, experience, qualifications, and work location. Salary is one part of MongoDB's total compensation and benefits package. Other benefits for eligible employees may include: equity, participation in the employee stock purchase program, flexible paid time off, 20 weeks fully-paid gender-neutral parental leave, fertility and adoption assistance, 401(k) plan, mental health counseling, access to transgender-inclusive health insurance coverage, and health benefits offerings. Please note, the base salary range listed below and the benefits in this paragraph are only applicable to U.S.-based candidates.
MongoDB's base salary range for this role in the U.S. is:
$95,000-$187,000 USD
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.