Incident Manager

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.

• Escalation/Major Incident Leadership

  • Ownership for driving progress and resolution of customers' critical issues and Major Incidents

  • 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

• Expedite Resolution

  • 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

• Communication and Reporting

  • Effectively communicate critical issue status to executive staff, sales, support, product teams and other invested parties

  • Effective use of dashboards and keen understanding of how to use data to help deliver the outcomes needed and track progress towards SLO

  • Set clear customer expectations and ensure timely updates on troubleshooting and resolution action plans for internal and customer facing communications

• Risk Management

  • Make informed decisions on elevating urgency and apply relevant focus to solve for a situation with right governance, guardrails and reviews in place

  • A “whatever it takes” customer-first attitude and a willingness to go the extra mile to foster customer success

  • 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)

  • Retrospectives and Post Mortem to help improve the process/system/product

  • 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

• Ensure the Escalation/Major incident is resolved within the SLAs agreed with the Customer

• 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.

• Close loop the escalation/Major Incident with customer 

• 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