Product Manager for Riachuelo managing the loan channel to enhance inspiring fashion. Collaborating with teams to boost marketing and maximize customer engagement in the retail sector.
About the role
- Escalation Manager driving incident response for global incidents at Forcepoint. Ensuring swift resolution and enhancing customer satisfaction across diverse technical environments.
Responsibilities
- Take ownership of incoming critical incidents and critical customer incidents.
- Lead incident triage calls to define severity, success criteria, RACI, and exit conditions.
- Prioritise and manage incidents from initiation through resolution, coordinating appropriate internal resources and ensuring SLA adherence.
- Allocate and manage internal resources effectively, ensuring that the appropriate stakeholders and expertise along with tools are available to resolve incidents efficiently.
- Provide technical and operational oversight, escalating to Engineering/Product Management/Professional Services or any other teams where deeper investigation is required.
- Act as the central point of contact during incidents, ensuring timely, accurate, and audience-appropriate communication to internal stakeholders, customers, and executives.
- Provide real-time updates on status, mitigation actions, and ETAs through various communication channels (Salesforce, Teams, Incident Bridges, Email summaries).
- Prepare and deliver post-incident executive summaries for senior leadership, translating technical impact into business terms.
- Drive root cause analysis (RCA) efforts with engineering and support teams.
- Identify recurring patterns and feed insights into operational improvements.
- Monitor key metrics (e.g. TTR, FDR, CSAT, NPS) and lead initiatives to improve time to resolution and customer experience.
- Maintain clean and complete data hygiene in incident records, ticketing systems, and incident dashboards.
- Identify areas for process improvement, automation, and tooling enhancements to streamline incident workflows.
- Prepare and deliver executive summaries to C-level stakeholders in a clear and concise manner, translating complex technical details into layman's terms to ensure they are easily understood by non-technical executives.
- Partner with Engineering, Product Management, Onboarding, Enablement, Professional Services, and customer success teams during incident resolution and incident handling.
- Contribute to runbooks, readiness drills, and regional incident preparedness planning with other Escalation Managers across regions.
- Gather feedback from customer incidents prioritised to help inform product roadmaps and reliability initiatives.
Requirements
- 5+ years in technical support, with 3+ years in SaaS customer support and Incident management (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.
Benefits
- Competitive salary
- Benefits and career growth opportunities in a dynamic industry.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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