Escalation Manager
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Job Location:
Monthly Salary:
Posted on:
12 hours ago
Vacancies:
1 Vacancy
Job Summary
Who is Forcepoint
Forcepoint simplifies security for global businesses and governments. Forcepoints all-in-one truly cloud-native platform makes it easy to adopt Zero Trust and prevent the theft or loss of sensitive data and intellectual property no matter where people are working. 20 years in business. 2.7k employees. 150 countries. 11k customers. 300 patents. If our mission excites you youre in the right place; we want you to bring your own energy to help us create a safer world. All were missing is you!
TheEscalation Manageris a high-impact individual contributor role responsible for leading the end-to-end response to high-severity business-critical incidents across Forcepoints global environments. Operating within a regional model theEscalation Managerensures structured triage cross-functional coordination and clear stakeholder communication to minimize disruption.
As the single point of accountability during major incidents theEscalation Managerdrives swift resolution reduces time to resolution (TTR) improves service continuity and enhances customer satisfaction. The role alsoidentifiespatterns to prevent recurrence and continuously strengthens incident response processes.
Primary Responsibilities:
IncidentOwnership& Management
Take ownership ofincoming criticalincidents and critical customerincidents.
Lead incident triage calls to define severity success criteria RACI and exit conditions.
Prioritise and manageincidentsfrom initiation through resolution coordinatingappropriate internalresources and ensuring SLA adherence.
Allocate and manageinternalresources effectively ensuring that theappropriatestakeholdersandexpertisealong withtools are available to resolve incidents efficiently.
Provide technical and operational oversight escalating toEngineering/ProductManagement/Professional Services or any otherteams where deeper investigation is.
Communication & Stakeholder Management
Act as thecentral pointof contact during incidents ensuringtimelyaccurate and audience-appropriate communication to internal stakeholders customers and executives.
Provide real-time updates on status mitigation actions and ETAs through various communication channels (SalesforceTeams IncidentBridgesEmail summaries).
Prepare and deliver post-incident executive summaries for senior leadership translating technical impact into business terms.
Root Cause &Operational Excellence
Driveroot cause analysis (RCA) efforts with engineering and support teams.
Identifyrecurring patterns and feed insights into operational improvements.
Monitorkeymetrics (e.g.TTR FDRCSAT NPS) and lead initiatives to improve time to resolution and customer experience.
Maintain clean and complete data hygiene in incident records ticketing systems andincidentdashboards.
Identifyareas for process improvement automation and tooling enhancements to streamline incident workflows.
Executive Communications &Cross-Functional Collaboration
Prepare and deliver executive summaries to C-level stakeholders in a clear and concise manner translating complex technical details intolaymans termsto ensure they are easily understood by non-technical executives.Partner withEngineeringProduct ManagementOnboarding Enablement Professional Servicesand customer success teams during incident resolution andincidenthandling.
Contribute to runbooks readiness drills and regional incident preparedness planning with otherEscalation Managersacrossregions.
Gather feedback fromcustomerincidentsprioritisedto help inform product roadmaps and reliability initiatives.
Requirements:
5 years in technical support with 3 years in SaaS customer support andIncidentmanagement (networking domain preferred).
Strong knowledge of networking and security (TCP/IP routing VPNs firewalls).
Proven collaboration and customer experience improvement skills.
Excellent communication presentation and stakeholder management.
Proficient in Salesforce MS Office and reporting tools.
Fluent in English; relevant certifications (e.g. CCNA CCNP ITIL) are a plus.
Comfortable in dynamic fast-paced environments with cross-functional complexity.
Preferred Skills:
Knowledge ofcloud security endpoint protection and enterprise security frameworks.
Familiarity with scripting languages (Python PowerShell) and automation in support environments.
Industry certifications such asCISSP CISM ITIL or PMPare a plus.
Why Join Us
Be part of a leading cybersecurity organization committed to protecting critical business data.
Lead and develop a world-class technical support team withcutting-edgetechnologies.
Competitive salary benefits and career growth opportunities in a dynamic industry.
If you are a seasoned leader with a passion for cybersecurity and technical support we encourage you to apply!
Dont meet every single qualification Studies show people are hesitant to apply if they dont meet all requirements listed in a job posting. Forcepoint is focused on building an inclusive and diverse workplace so if there is something slightly different about your previous experience but it otherwise aligns and youre excited about this role we encourage you to apply. You could be a great candidate for this or other roles on our team.
The policy of Forcepoint is to provide equal employment opportunities to all applicants and employees without regard to race color creed religion sex sexual orientation gender identity marital status citizenship status age national origin ancestry disability veteran status or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity.
Forcepoint is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you are a qualified individual with a disability or a disabled veteran you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Companys career webpage as a result of your disability. You may request reasonable accommodations by sending an email to .
Applicants must have the right to work in the location to which you have applied.
Required Experience:
Manager
Key Skills
- Restaurant Experience
- Customer Service
- Employee Evaluation
- Management Experience
- Math
- Employment & Labor Law
- Sanitation
- Leadership Experience
- P&L Management
- Mentoring
- Supervising Experience
- Restaurant Management
About Company
Protect sensitive data everywhere work happens. Forcepoint unifies DSPM, DLP and DDR to prevent breaches, reduce AI risk and stop data loss.
