Incident and Escalation Manager - Cloud Services

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 project manager, customer success, or technical account management.
• 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. Availability for on-call shifts.
• 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.
• Fast learner

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:

• Own end-to-end management of customer escalations and incidents, including leading incident bridges and driving resolution across teams.
• Act as the central point of ownership for critical customer issues, ensuring alignment and coordination across Cloud Delivery support teams, R&D, and other stakeholders.
• Assess and communicate customer impact, urgency, and business risk, driving appropriate prioritization and escalation handling.
• Lead incident and escalation calls, ensuring structured execution, clear ownership, and continuous progress toward resolution.
• Drive resolution of stalled, aging, or cross-team dependent cases, removing blockers and accelerating delivery.
• Ensure consistent, clear, and timely communication with customers, CSMs, account teams, and management.
• Own the RCA lifecycle, including investigation, drafting, and delivery of customer-facing RCAs within defined SLAs.
• Drive post-incident activities, including lessons learned, corrective and preventive actions, and follow-up to closure.
• Lead regional daily escalation sync calls and ensure alignment on ongoing risks, incidents, and escalations.
• Track and monitor production issues, escalation trends, and backlog health, providing reporting and insights to improve service quality and operational efficiency.