Radware Ltd.
Jobid=A.0.049
Job Description – Escalation Manager (25000019)
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
SG-SG-Trivex
Work Locations
Radware Singapore, Singapore 1 Paya Lebar Link, #05-18 & #05-23 Paya Lebar Quarter Trivex 408533
Job
Project Management
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