Incident and Escalation Manager - Cloud Services

Job Description - Incident and Escalation Manager - Cloud Services (2500000Q) 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. Primary Location US-NJ-Mahwah Work Locations Radware US, New Jersey Mahwah 575 Corporate Drive Lobby 1 Mahwah 07430 Job Professional Services #J-18808-Ljbffr

Created: 2025-03-01