Incident and Escalation Manager - Cloud Services

%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-size%5C:12.0pt;%22%3E%3Cspan style=%22line-height%5C:107%;%22 lang=%22EN-US%22%3E%3Cstrong%3EPosition Overview%5C:%3C/strong%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-size%5C:12.0pt;%22%3E%3Cspan style=%22line-height%5C:107%;%22 lang=%22EN-US%22%3ERadware, 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.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-size%5C:12.0pt;%22%3E%3Cspan style=%22line-height%5C:107%;%22 lang=%22EN-US%22%3E%3Cstrong%3EKey Responsibilities%5C:%3C/strong%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cul style=%22margin-top%5C:0cm;%22 type=%22disc%22%3E%3Cli class=%22MsoNormal%22 style=%22mso-list%5C:l1 level1 lfo1;tab-stops%5C:list 36.0pt;%22%3E%3Cspan style=%22font-size%5C:12.0pt;%22%3E%3Cspan style=%22line-height%5C:107%;%22 lang=%22EN-US%22%3EJoin a global team of Incident and Escalation Managers, orchestrating efforts, resources, investigations, reports, and communications throughout the incident lifecycle.%3C/span%3E%3C/span%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list%5C:l1 level1 lfo1;tab-stops%5C:list 36.0pt;%22%3E%3Cspan style=%22font-size%5C:12.0pt;%22%3E%3Cspan style=%22line-height%5C:107%;%22 lang=%22EN-US%22%3EServe as the primary point of contact for internal and external stakeholders during incidents and escalations.%3C/span%3E%3C/span%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list%5C:l1 level1 lfo1;tab-stops%5C:list 36.0pt;%22%3E%3Cspan style=%22font-size%5C:12.0pt;%22%3E%3Cspan style=%22line-height%5C:107%;%22 lang=%22EN-US%22%3ECollaborate with customer teams, field teams, senior management, cloud operations, customer success managers, support teams, and engineering to resolve escalations efficiently.%3C/span%3E%3C/span%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list%5C:l1 level1 lfo1;tab-stops%5C:list 36.0pt;%22%3E%3Cspan style=%22font-size%5C:12.0pt;%22%3E%3Cspan style=%22line-height%5C:107%;%22 lang=%22EN-US%22%3EManage escalation resolution, including recovery, event timeline analysis, root cause identification, and the creation and communication of Root Cause Analysis (RCA) reports.%3C/span%3E%3C/span%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list%5C:l1 level1 lfo1;tab-stops%5C:list 36.0pt;%22%3E%3Cspan style=%22font-size%5C:12.0pt;%22%3E%3Cspan style=%22line-height%5C:107%;%22 lang=%22EN-US%22%3EDerive and implement lessons learned to drive continuous improvement.%3C/span%3E%3C/span%3E%3C/li%3E%3C/ul%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-size%5C:12.0pt;%22%3E%3Cspan style=%22line-height%5C:107%;%22 lang=%22EN-US%22%3E%3Cstrong%3EScope and Responsibilities%5C:%3C/strong%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cul style=%22margin-top%5C:0cm;%22 type=%22disc%22%3E%3Cli class=%22MsoNormal%22 style=%22mso-list%5C:l0 level1 lfo2;tab-stops%5C:list 36.0pt;%22%3E%3Cspan style=%22font-size%5C:12.0pt;%22%3E%3Cspan style=%22line-height%5C:107%;%22 lang=%22EN-US%22%3EOwn end-to-end management of customer escalations and incidents, including leading incident bridges and driving resolution across teams.%3C/span%3E%3C/span%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list%5C:l0 level1 lfo2;tab-stops%5C:list 36.0pt;%22%3E%3Cspan style=%22font-size%5C:12.0pt;%22%3E%3Cspan style=%22line-height%5C:107%;%22 lang=%22EN-US%22%3EAct as the central point of ownership for critical customer issues, ensuring alignment and coordination across Cloud Delivery support teams, R%26amp;D, and other stakeholders.%3C/span%3E%3C/span%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list%5C:l0 level1 lfo2;tab-stops%5C:list 36.0pt;%22%3E%3Cspan style=%22font-size%5C:12.0pt;%22%3E%3Cspan style=%22line-height%5C:107%;%22 lang=%22EN-US%22%3EAssess and communicate customer impact, urgency, and business risk, driving appropriate prioritization and escalation handling.%3C/span%3E%3C/span%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list%5C:l0 level1 lfo2;tab-stops%5C:list 36.0pt;%22%3E%3Cspan style=%22font-size%5C:12.0pt;%22%3E%3Cspan style=%22line-height%5C:107%;%22 lang=%22EN-US%22%3ELead incident and escalation calls, ensuring structured execution, clear ownership, and continuous progress toward resolution.%3C/span%3E%3C/span%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list%5C:l0 level1 lfo2;tab-stops%5C:list 36.0pt;%22%3E%3Cspan style=%22font-size%5C:12.0pt;%22%3E%3Cspan style=%22line-height%5C:107%;%22 lang=%22EN-US%22%3EDrive resolution of stalled, aging, or cross-team dependent cases, removing blockers and accelerating delivery.%3C/span%3E%3C/span%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list%5C:l0 level1 lfo2;tab-stops%5C:list 36.0pt;%22%3E%3Cspan style=%22font-size%5C:12.0pt;%22%3E%3Cspan style=%22line-height%5C:107%;%22 lang=%22EN-US%22%3EEnsure consistent, clear, and timely communication with customers, CSMs, account teams, and management.%3C/span%3E%3C/span%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list%5C:l0 level1 lfo2;tab-stops%5C:list 36.0pt;%22%3E%3Cspan style=%22font-size%5C:12.0pt;%22%3E%3Cspan style=%22line-height%5C:107%;%22 lang=%22EN-US%22%3EOwn the RCA lifecycle, including investigation, drafting, and delivery of customer-facing RCAs within defined SLAs.%3C/span%3E%3C/span%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list%5C:l0 level1 lfo2;tab-stops%5C:list 36.0pt;%22%3E%3Cspan style=%22font-size%5C:12.0pt;%22%3E%3Cspan style=%22line-height%5C:107%;%22 lang=%22EN-US%22%3EDrive post-incident activities, including lessons learned, corrective and preventive actions, and follow-up to closure.%3C/span%3E%3C/span%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list%5C:l0 level1 lfo2;tab-stops%5C:list 36.0pt;%22%3E%3Cspan style=%22font-size%5C:12.0pt;%22%3E%3Cspan style=%22line-height%5C:107%;%22 lang=%22EN-US%22%3ELead regional daily escalation sync calls and ensure alignment on ongoing risks, incidents, and escalations.%3C/span%3E%3C/span%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list%5C:l0 level1 lfo2;tab-stops%5C:list 36.0pt;%22%3E%3Cspan style=%22font-size%5C:12.0pt;%22%3E%3Cspan style=%22line-height%5C:107%;%22 lang=%22EN-US%22%3ETrack and monitor production issues, escalation trends, and backlog health, providing reporting and insights to improve service quality and operational efficiency.%3C/span%3E%3C/span%3E%3C/li%3E%3C/ul%3E %3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-size%5C:12.0pt;%22%3E%3Cspan style=%22line-height%5C:107%;%22 lang=%22EN-US%22%3E%3Cstrong%3ERequirements%5C:%3C/strong%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cul style=%22margin-top%5C:0cm;%22 type=%22disc%22%3E%3Cli class=%22MsoNormal%22 style=%22mso-list%5C:l0 level1 lfo1;tab-stops%5C:list 36.0pt;%22%3E%3Cspan style=%22font-size%5C:12.0pt;%22%3E%3Cspan style=%22line-height%5C:107%;%22 lang=%22EN-US%22%3EBS/BA degree or equivalent technical experience; MBA preferred.%3C/span%3E%3C/span%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list%5C:l0 level1 lfo1;tab-stops%5C:list 36.0pt;%22%3E%3Cspan style=%22font-size%5C:12.0pt;%22%3E%3Cspan style=%22line-height%5C:107%;%22 lang=%22EN-US%22%3EMinimum of 3 years of experience with SaaS-based solutions.%3C/span%3E%3C/span%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list%5C:l0 level1 lfo1;tab-stops%5C:list 36.0pt;%22%3E%3Cspan style=%22font-size%5C:12.0pt;%22%3E%3Cspan style=%22line-height%5C:107%;%22 lang=%22EN-US%22%3EAt least 3 years in customer-facing roles such as project manager, customer success, or technical account management.%3C/span%3E%3C/span%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list%5C:l0 level1 lfo1;tab-stops%5C:list 36.0pt;%22%3E%3Cspan style=%22font-size%5C:12.0pt;%22%3E%3Cspan style=%22line-height%5C:107%;%22 lang=%22EN-US%22%3EStrong technical acumen, including networking and network security.%3C/span%3E%3C/span%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list%5C:l0 level1 lfo1;tab-stops%5C:list 36.0pt;%22%3E%3Cspan style=%22font-size%5C:12.0pt;%22%3E%3Cspan style=%22line-height%5C:107%;%22 lang=%22EN-US%22%3EAbility to excel under pressure and meet tight deadlines.%3C/span%3E%3C/span%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list%5C:l0 level1 lfo1;tab-stops%5C:list 36.0pt;%22%3E%3Cspan style=%22font-size%5C:12.0pt;%22%3E%3Cspan style=%22line-height%5C:107%;%22 lang=%22EN-US%22%3ECapable of working independently with minimal supervision.%3C/span%3E%3C/span%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list%5C:l0 level1 lfo1;tab-stops%5C:list 36.0pt;%22%3E%3Cspan style=%22font-size%5C:12.0pt;%22%3E%3Cspan style=%22line-height%5C:107%;%22 lang=%22EN-US%22%3EFlexibility to work varying hours based on customer and business needs.

Availability for on-call shifts.%3C/span%3E%3C/span%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list%5C:l0 level1 lfo1;tab-stops%5C:list 36.0pt;%22%3E%3Cspan style=%22font-size%5C:12.0pt;%22%3E%3Cspan style=%22line-height%5C:107%;%22 lang=%22EN-US%22%3EProven experience in matrix and cross-functional environments.%3C/span%3E%3C/span%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list%5C:l0 level1 lfo1;tab-stops%5C:list 36.0pt;%22%3E%3Cspan style=%22font-size%5C:12.0pt;%22%3E%3Cspan style=%22line-height%5C:107%;%22 lang=%22EN-US%22%3EExperience in a global company is an advantage.%3C/span%3E%3C/span%3E%3C/li%3E%3C/ul%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-size%5C:12.0pt;%22%3E%3Cspan style=%22line-height%5C:107%;%22 lang=%22EN-US%22%3E%3Cstrong%3ELanguage and Communication Skills%5C:%3C/strong%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cul style=%22margin-top%5C:0cm;%22 type=%22disc%22%3E%3Cli class=%22MsoNormal%22 style=%22mso-list%5C:l1 level1 lfo2;tab-stops%5C:list 36.0pt;%22%3E%3Cspan style=%22font-size%5C:12.0pt;%22%3E%3Cspan style=%22line-height%5C:107%;%22 lang=%22EN-US%22%3EExcellent written and spoken communication skills.%3C/span%3E%3C/span%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list%5C:l1 level1 lfo2;tab-stops%5C:list 36.0pt;%22%3E%3Cspan style=%22font-size%5C:12.0pt;%22%3E%3Cspan style=%22line-height%5C:107%;%22 lang=%22EN-US%22%3EFluent in English, both written and spoken.%3C/span%3E%3C/span%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list%5C:l1 level1 lfo2;tab-stops%5C:list 36.0pt;%22%3E%3Cspan style=%22font-size%5C:12.0pt;%22%3E%3Cspan style=%22line-height%5C:107%;%22 lang=%22EN-US%22%3EStrong presentation skills, comfortable presenting to diverse audiences, including C-level executives.%3C/span%3E%3C/span%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list%5C:l1 level1 lfo2;tab-stops%5C:list 36.0pt;%22%3E%3Cspan style=%22font-size%5C:12.0pt;%22%3E%3Cspan style=%22line-height%5C:107%;%22 lang=%22EN-US%22%3EGood listening skills and comprehension.%3C/span%3E%3C/span%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list%5C:l1 level1 lfo2;tab-stops%5C:list 36.0pt;%22%3E%3Cspan style=%22font-size%5C:12.0pt;%22%3E%3Cspan style=%22line-height%5C:107%;%22 lang=%22EN-US%22%3EAbility to build relationships across geographies, cultures, and organizations.%3C/span%3E%3C/span%3E%3C/li%3E%3Cli class=%22MsoNormal%22 style=%22mso-list%5C:l1 level1 lfo2;tab-stops%5C:list 36.0pt;%22%3E%3Cspan style=%22font-size%5C:12.0pt;%22%3E%3Cspan style=%22line-height%5C:107%;%22 lang=%22EN-US%22%3EFast learner%3C/span%3E%3C/span%3E%3C/li%3E%3C/ul%3E