Incident Resolution Lead
We are seeking an Incident Resolution Lead to join our Global Incident and Escalation Management team.
The ideal candidate will have a strong background in customer-facing roles, with experience in managing critical issues in a cross-functional environment. They will also possess excellent communication and leadership skills, as well as the ability to work in a fast-paced, challenging environment with global customers.
Key Responsibilities
* Lead and manage the resolution of customers' critical issues by forming and leading interdepartmental teams.
* Drive clear intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined escalation resolution.
* Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations.
* Effectively communicate critical issue status to executive staff, sales teams, and other invested parties.
* Maintain and improve procedures for customer and field personnel for escalation handling.
Requirements
* Fully fluent in Portuguese, English, and Spanish both written and verbal.
* 10+ years of customer-facing sales and/or service delivery roles.
* Past experience as Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles desired.
* Customer-centric attitude and focus on providing best-in-class service for customers and collaborators.
Additional Information
The Incident Resolution Leads are part of the Global Incident and Escalation Management team which is part of the Global Customer Support and Service teams covering all cybersecurity platforms and solutions.