Incident and Escalation Manager - Cloud Services

Job description

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.

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