Job Opportunity
Palo Alto Networks seeks an Escalation Manager to join their Global Incident and Escalation Management team. As part of this team, you will lead the resolution of customers' critical issues by forming and leading interdepartmental teams.
Your Impact
* Escalation Leadership:
o Ownership for driving progress and resolution of customers' critical issues
o Drive clear intake, scope, priority, exit criteria and end-to-end process to achieve streamlined escalation resolution
o Drive global consistency across portfolio and customers
o Maintain and improve procedures for customer and field personnel for escalation handling
* Expedite Resolution:
o Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations
o Strong ability to influence and be effective at assigning tasks and responsibilities to successfully achieve all key objectives of the critical account and issues
* Communication and Reporting:
o Effectively communicate critical issue status to executive staff, sales, support, product teams, and other invested parties
* Risk Management:
o Make informed decisions on elevating urgency and apply relevant focus to solve for a situation with right governance, guardrails, and reviews in place
* Retrospective and Preventive Measures:
o Retrospectives and PostMortem to help improve the process/system/product
o Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems
Benefits:
You will have the opportunity to work in a dynamic environment, where you can grow professionally and develop new skills.