MongoDB

Senior IT VIP Support Specialist

Palo Alto · Senior

Sponsorship not specifiedDetected 22 hours ago

MongoDBIncident ResponseJiraCadenceControlsLeadershipCommunicationCollaboration

About the role

You hold end-to-end accountability for their digital journey, from two weeks before Day 1 through daily operations, high-stakes events, global travel, and eventual offboarding, ensuring a seamless experience without handoff friction.
The standards, runbooks, and judgment you establish now become the template each later phase reuses.
This role prioritizes proactive engagement over traditional ticketing.

Maintain full accountability for the digital experience.
This encompasses everything from initial pre-onboarding configurations to ongoing daily troubleshooting, event coordination, and travel support
Build the relationships.
Cultivate and manage key partnerships.
Foster strong, reliable connections throughout the executive support circle, including the leader themselves, their Executive Assistant (your primary daily collaborator), the Chief of Staff, and the Customer Advocacy/Office of the CEO teams.
maintain each executive's event and travel calendar and reach out ahead of every key event and trip
Keep every project you lead updated with an accurate status-On Track, At Risk, or Blocked-and alert your manager to scheduling concerns before deadlines pass.
Executive onboarding does not run on the standard automated flow. You own it from offer-accept so everything is ready before the executive's first day:
For onboardings designated as confidential, implement supplementary title-masking and profile-concealment measures in addition to the primary DRI-led workflow-augmenting existing procedures rather than substituting them.
Stay ahead of needs. Run regular check-ins on pain points, preferences, and upcoming needs; maintain each executive's event and travel calendar and reach out ahead of every key event and trip

You combine high-level IT proficiency with AV expertise to lead high-stakes events and Board meetings, while also empowering the Executive Assistant community through specialized technical training.

Zero escalations above this role, with consistent MTTR/FTTR/CSAT reporting and flat-to-up CSAT
Standing cadence with every M3 exec/EA, including at least one documented proactive save
100% of hardware delivered 3+ business days pre-start with zero Day 1 entitlement gaps
Zero missed PagerDuty acknowledgments, clean NYC/EMEA handoffs, and executive hotline response consistently on target
Measurable drop in repeat incidents tied to the same root cause
Named DRI for every Board meeting, earnings call, and All Hands - no last-minute scrambles
Logged device precheck cadence with zero exec travel connectivity failures, including one same-day loaner save under pressure
Every ticket has owner, estimate, and DOD at kickoff, and escalations arrive with a decision point rather than an open-ended ask
At least one proactive capacity/coverage risk flagged with data, with status reports trusted at face value
Playbooks and escalation matrix documented well enough to hand off without a rebuild, backed by a data-driven POV on what scales
At least one AI/automation initiative with measurable toil reduction and one single-point-of-failure risk named and partially mitigated

By monitoring system health and resolving issues before they impact the executive, you act as a protective barrier for critical workflows.

This listing is sourced directly from MongoDB's careers page and normalized into a canonical job model.