Incident and Escalation Manager - Cloud Services

Position Overview:

Radware, a global leader in cybersecurity protection solutions for networks and applications, is seeking a dynamic Incident and Escalation Manager to join our rapidly growing Cloud Services division. This role is pivotal in enhancing our customer incident and crisis management processes.

Key Responsibilities:

• Join a global team of Incident and Escalation Managers, orchestrating efforts, resources, investigations, reports, and communications throughout the incident lifecycle.
• Serve as the primary point of contact for internal and external stakeholders during incidents and escalations.
• Collaborate with customer teams, field teams, senior management, cloud operations, customer success managers, support teams, and engineering to resolve escalations efficiently.
• Manage escalation resolution, including recovery, event timeline analysis, root cause identification, and the creation and communication of Root Cause Analysis (RCA) reports.
• Derive and implement lessons learned to drive continuous improvement.

Scope and Responsibilities:

• Oversee Radware Cloud customer escalations, assuming accountability and leading incident and escalation calls.
• Identify and communicate customer impact and urgency, driving appropriate actions with technical teams.
• Interface with technical teams to investigate incidents, gather data, and derive lessons learned.
• Provide regular updates to customers, account teams, customer success managers, and management.
• Produce formal RCAs for customers and maintain detailed escalation records.
• Implement actionable lessons learned from RCAs and track progress to ensure continuous service quality improvements.

Requirements:

• BS/BA degree or equivalent technical experience; MBA preferred.
• Minimum of 3 years of experience with SaaS-based solutions.
• At least 3 years in customer-facing roles such as professional services, customer success, account management, or support.
• Strong technical acumen, including networking and network security.
• Ability to excel under pressure and meet tight deadlines.
• Capable of working independently with minimal supervision.
• Flexibility to work varying hours based on customer and business needs.
• Proven experience in matrix and cross-functional environments.
• Experience in a global company is an advantage.

Language and Communication Skills:

• Excellent written and spoken communication skills.
• Fluent in English, both written and spoken.
• Strong presentation skills, comfortable presenting to diverse audiences, including C-level executives.
• Good listening skills and comprehension.
• Ability to build relationships across geographies, cultures, and organizations.