Director, IT
Listed on 2026-01-12
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IT/Tech
IT Support, Cloud Computing, Systems Administrator, IT Project Manager
Mongo
DB’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, Mongo
DB 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 Mongo
DB every month, it’s no wonder that leading organizations, like Samsung and Toyota, trust Mongo
DB 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.
Mongo
DB’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, Mongo
DB 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 Mongo
DB every month, it’s no wonder that leading organizations, like Samsung and Toyota, trust Mongo
DB 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 Tech Ops…
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