Role Overview:
About the Role
The Escalation/ Incident Manager will own customer-centric escalations & Major Incidents end-to-end. They are responsible for making sure the appropriate resources from various technical and customer-delivery teams are assigned to an escalation/Major Incident and are efficiently working together under their coordination until the customer situation is de-escalated.
The Escalation/ Incident Managers will be part of the Global Incident and Escalation Management team which is part of the Global Customer Support team covering all Skyhigh Security product/platform offerings. This team will be responsible for driving expedited response, overall communication, remedy, resolution, and learnings for our most critical issues/ Incidents . Escalation/ Incident Manager ensures focused technical leadership, effective coordination and communication, and streamlined decision-making during and after the issue/ incident resolution till it s close looped.
As Escalation Managers, each team member will be addressing the most pressing situations for our customers, and will hold a central position in solidifying our reputation as the go-to cybersecurity partner for our customers. This role demands proactivity, efficiency, an unwavering dedication to constant refinement, and a passion for customer satisfaction.
Drive clear intake, scope, priority, exit criteria and end to end process to achieve streamlined escalation resolution
Drive global consistency across portfolio and customers
Maintain and improve procedures for customer and field personnel for escalation handling
Handle direct customer leadership and technical audiences as appropriate
Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations and Incidents
Strong ability to influence and be effective at assigning tasks and responsibilities to successfully achieve all key objectives of the critical account and issues
Clear accountability on relevant owners on driving to target Service-Level Objectives (SLO), MTTR and intermediate milestones leading up to it
Interlock with Executive Sponsors to help resolve roadblocks in a timely manner
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Effectively communicate critical issue status to executive staff, sales, support, product teams and other invested parties
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Effective use of dashboards and keen understanding of how to use data to help deliver the outcomes needed and track progress towards SLO
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Set clear customer expectations and ensure timely updates on troubleshooting and resolution action plans for internal and customer facing communications
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Make informed decisions on elevating urgency and apply relevant focus to solve for a situation with right governance, guardrails and reviews in place
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A whatever it takes customer-first attitude and a willingness to go the extra mile to foster customer success
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Demonstrate strong judgment in risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives
Retrospective and Preventive Measures (RCA) Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems
Recognitions and reporting on problem areas which will give insight to the magnitude of the issue through the amount of cases or number of customers impacted or related to these areas
Review/Create programs to reduce likelihood of customer and field escalations by proactively mitigating situations and escalation education
Key Responsibilities
Act as a SPOC for the Customer to provide the status update whenever an ELT Escalation/Major incident (MI) occurs
Drive the MI Bridge through involving all relevant Resolver Groups and continue the discussions until the Escalation/Major incident is resolved
Inform the key stakeholders on the status of the Escalation/Major incident and after getting the confirmed service restoration.
Coordinate with the respective SMEs for speedy resolution
Taking all the preventive actions to minimize the service and business impact
Conduct a thorough analysis and work with internal stakeholders to prepare the Major Incident Report (MIR) for every Major Incident after it is closed.
Ensure that all the resolution procedures are updated in the knowledge database and Support/Engineering case repos
Conduct a review meeting with relevant members to identify the triggers for the Escalation/Major Incidents , what caused them, and how to prevent such Issues/ Incidents happening in future.
Work with internal stakeholders and ensure that the causes for all Major incidents are analyzed in a timely manner and the root cause is identified along with corrective actions.
Providing the periodical (monthly) reports on the overall status of Escalations and Major Incidents .
Key Skills and Competencies
2 5 years of experience in driving the service operations
Minimum of 2 years of experience in managing Escalation/ Incident Management processes Prefer ITIL Expert, or minimum ITIL Intermediate professional certification
Requires good understanding of Network Security products like Firewalls, Web Gateways or End Point network suites
Strong analytical, communication, presentation and reporting skills
Good leadership, people management and operational skills
Must have exposure to ITIL practices. Good written & verbal communication skills Experience in helpdesk environment Ability to work in flexible schedules as needed
Ability to motivate staff
Excellent team skills with ability to listen and contribute to discussions and meetings
Building and maintaining relationships Planning and organization & working well with Virtual Teams
Willing to work in shifts Company Benefits and Perks: We believe that the best solutions are developed by teams who embrace each others unique experiences, skills, and abilities. We work hard to create a dynamic workforce where we encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.
Medical, Dental and Vision Coverage Support for Community Involvement Were serious ab out our commitment to a workplace where everyone can thrive and contribute to our industry-leading products and customer support, which is why we prohibit discrimination and harassment based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.
