Escalation and Incident Manager

Location

East Alton, IL | United States

Job description

Radware is a global leader of cyber security and application delivery solutions for physical, cloud, and software defined data centers.

At Radware, we live and breathe cybersecurity. It is our passion. Each day, our international team works to earn the trust of more than 12,500 organizations around the globe. Keeping them safe is our mission. To that end, we go head-to-head with politically motivated hacktivists, dangerous nation-state threat actors and other notorious cyber attackers — these are not your average adversaries. Backed by nearly 30 years of experience, Radware is best known for its technical excellence and innovative network and application security solutions. That is why it is so important that we build our team with bold and bright talent.

What is the job: Cloud Services is the fastest-growing business and we are looking to take our service to the next level in our key markets. We are looking for a strong Incident & Escalation Manager that can expedite and improve customer incidents and customer crisis management. This is an individual contributor role.

In this role, you will orchestrate efforts, resources, investigation, reports, and communication throughout the incident lifecycle and will be the focal point for internal and external stakeholders. The Incident & Escalation Manager will interface with Customer teams, field teams, Senior Management, Cloud operations, Customer Success Manager, Support teams, and Engineering, to bring escalations to resolution at an efficient manner. Escalation resolution covers, recovery, understanding the timeline of events and root cause, producing the proper Root Cause Analysis (RCA) reports, RCA communication with key stakeholders, deriving lessons learned and see to their implementation - driving continuous improvement.

Scope and Responsibilities

• Facilitate Radware Cloud customer’s escalations throughout its lifecycle – assume accountability and be the focal point throughout crisis management.
• Identify and voice customer impact and urgency and drive the best course of action per case together with the technical teams.
• Interface with technical teams to investigate, gather data and lessons learned per incident. Liaison interfaces on an-ongoing basis to be able to run effectively in crisis mode.
• Provide updates to customers, account teams, CSMs and management on status and progress.
• Produce ‘formal’ RCAs that will be shared with customers, and internal teams with communication as required. Maintain escalation records.
• Measure Service Impact Event (SIE) KPIs and meet improvement goals & objectives.
• Set, enforce, and measure the effectiveness of escalation procedure – for minimum TTR and highest customer satisfaction.
• Derive actionable Lessons Learned from incident RCAs; follow up with an implementation plan, track implementation progress – for proven continuous service quality improvements.
• Be on alert during off-work hours.

Job tags

Salary