Escalation Manager

Escalation Manager page is loaded## Escalation Manager locations:
Egypt - Home Office time type:
Full time posted on:
Posted Todayjob requisition :
JR467454

Forcepoint simplifies security for global businesses and governments. Forcepoint’s 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, you’re in the right place; we want you to bring your own energy to help us create a safer world.

All we’re missing is you!

The Escalation Manager is a high-impact individual contributor role responsible for leading the end-to-end response to high-severity, business-critical incidents across Forcepoint’s global environments. Operating within a regional model, the Escalation Manager ensures structured triage, cross-functional coordination, and clear stakeholder communication to minimize disruption.

As the single point of accountability during major incidents, the Escalation Manager drives swift resolution, reduces time to resolution (TTR), improves service continuity, and enhances customer satisfaction. The role also identifies patterns to prevent recurrence and continuously strengthens incident response processes.
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* Primary Responsibilities:

**** Incident Ownership & Management
*** 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.
** Communication & Stakeholder Management
*** 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.
** Root Cause & Operational Excellence
*** 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.
** Executive Communications & Cross-Functional Collaboration*
* · 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…