RSA Resolution Manager

The Resolution Manager plays a critical role in driving faster resolution to complex customer issues and cross-functional alignment. This role requires deep understanding of company processes strong analytical thinking and the ability to navigate product operational and customer-impacting challenges. The Resolution Manager is responsible for handling escalated situations coordinating with multiple internal teams and ensuring timely effective communication and resolutions.

Key Responsibilities

• Lead and manage high-priority and complex escalations.
• Communicate clearly and professionally with internal and external stakeholders including senior leadership and strategic customers.
• Provide updates on issue status risks and resolution outcomes.
• Coordinate with cross-functional teams such as Customer Support Engineering Professional Services and Product Management to ensure swift and accurate resolution.
• Serve as a central point of contact between departments to address customer-impacting challenges.
• Drive alignment across teams to resolve both product-related and operational escalations.
• Conduct deep-dive investigations into recurring issues.
• Provide insights and recommendations to leadership on systemic problems and opportunities for improvement.
• Prepare detailed escalation reports and identify trends requiring corrective action or additional training.
• Recommend improvements to escalation processes tools and workflows to enhance team efficiency and customer experience.

Skills & Qualifications

• Bachelors degree in Engineering (Communications/Networks or Computer Science) with minimum 3 years experience
• Experience with customer and stakeholder management with the ability to de-escalate a highly escalated situation.
• Proven ability to handle high-severity and complex cases.
• Strong problem-solving analytical and decision-making skills.
• Demonstrated leadership qualities including the ability to mentor and influence others.
• Excellent communication and stakeholder management skills.
• Ability to interpret data and identify systemic issues.
• Certified ScrumMaster (CSM) is a plus.

RSA is committed to the principle of equal employment opportunity for all employees and applicants for employment and to providing employees with a work environment free of discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race color and any other category protected by applicable country law.

If you need a reasonable accommodation during the application process please contact the RSA Talent Acquisition Team at . RSA and its approved consultants will never ask you for a fee to process or consider your application for a career with RSA. RSA reserves the right to amend or withdraw any job posting at any time including prior to the advertised closing date.

Required Experience:

Manager