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Escalation Manager

Ramat-Gan, Israel · Full-time

About The Position

We are looking for a strong Escalation Manager that will be part of the R&D organization who can expedite and improve customer crisis management. This Escalation Manager will orchestrate efforts, resources, investigation, reports, and communication throughout the escalation lifecycle and be the focal point for internal and external stakeholders. The Escalation Manager will interface with Customer Success teams, Senior Management, DevOps, Customer Success Managers (CSMs), Engineering and Product, to bring escalations to resolution in an efficient manner. Escalation resolution covers recovery, understanding the timeline of events and root causes, producing the proper Root Cause Analysis (RCA) reports, RCA communication with key stakeholders, and deriving lessons learned and seeing to their implementation – driving continuous improvement.

 Responsibilities:

  • Facilitate Aqua Security customer escalations throughout their lifecycles – assume accountability and be the focal point throughout crisis management.
  • Identify and communicate customer impact and urgency, and drive the best course of action per case, together with the technical teams.
  • Interface with technical teams to investigate and gather data and lessons learned per incident. Liaison with interfaces on an-ongoing basis to be able to run effectively in crisis mode.
  • Provide updates to customers, account teams, CSMs, and management on statuses and progress.
  • Produce “formal” RCAs that will be shared with customers, and support success teams with communication, as required. Maintain escalation records.
  • Measure Service Impact Event (SIE) KPIs and meet improvement targets.
  • Set, enforce, and measure the effectiveness of escalation procedures – for minimum TTR and higher customer satisfaction.
  • Derive actionable Lessons Learned from incident RCAs; follow up with an implementation plan, track implementation progress – for proven continuous service quality improvements.

Requirements

• Past experience in Escalation role

• Deep technical acumen, in at least one of the followings:

  - Cloud Architectures (Azure, Google, AWS)

  - Security (WAF, Firewall, Endpoint Detection)

 - Linux / Kernel / Operating Systems (Containers, Micro-services, Virtual Machines)

• Ability to excel under pressure and tight deadlines.

• Ability to work flexible hours depending on the needs of our customers and the business.

• Ability to manage, track, identify risks and challenges ahead of time, and oversee technical coordination in a matrix environment.

• Ability to make decisions, find solutions, multi-task and deliver in a fast-changing and dynamic environment

• Team player, with excellent interpersonal and communication skills, with customer orientation

• Fluent English, verbal and written

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