Job Title:

Senior Incident Manager

About Skyhigh Security:

Skyhigh Security is a dynamic, fast-paced, cloud company that is a leader in the security industry.  Our mission is to protect the world’s data, and because of this, we live and breathe security. We value learning at our core, underpinned by openness and transparency. 

Since 2011, organizations have trusted us to provide them with a complete, market-leading security platform built on a modern cloud stack. Our industry-leading suite of products radically simplifies data security through easy-to-use, cloud-based, Zero Trust solutions that are managed in a single dashboard, powered by hundreds of employees across the world. With offices in Santa Clara, Aylesbury, Paderborn, Bengaluru, Sydney, Tokyo and more, our employees are the heart and soul of our company. 

Skyhigh Security Is more than a company; here, when you invest your career with us, we commit to investing in you. We embrace a hybrid work model, creating the flexibility and freedom you need from your work environment to reach your potential. From our employee recognition program, to our ‘Blast Talks' learning series, and team celebrations (we love to have fun!), we strive to be an interactive and engaging place where you can be your authentic self. 

We are on these too! Follow us on LinkedIn and Twitter@SkyhighSecurity.

Role Overview:

The Escalation/Incident Manager will be owning customer-centric escalations & Major Incidents end-to-end. They are responsible for making sure the appropriate resources from various technical and customer-delivery teams are assigned to an escalation/Major Incident and are efficiently working together under their coordination until the customer situation is de-escalated.



The Escalation/Incident Managers will be part of the Global Incident and Escalation Management team which is part of the Global Customer Support team covering all Skyhigh Security product/platform offerings.

This team will be responsible for driving expedited response, overall communication, remedy, resolution, and learnings for our most critical issues/Incidents. Escalation/Incident Manager ensures focused technical leadership, effective coordination and communication, and streamlined decision-making during and after the issue/incident resolution till it’s close looped.

As Escalation Managers, each team member will be addressing the most pressing situations for our customers, and will hold a central position in solidifying our reputation as the go-to cybersecurity partner for our customers. This role demands proactivity, efficiency, an unwavering dedication to constant refinement, and a passion for customer satisfaction.

About the Role
The Escalation/Incident Manager will own customer-centric escalations & Major Incidents end-to-end. They are responsible for making sure the appropriate resources from various technical and customer-delivery teams are assigned to an escalation/Major Incident and are efficiently working together under their coordination until the customer situation is de-escalated.
The Escalation/Incident Managers will be part of the Global Incident and Escalation Management team which is part of the Global Customer Support team covering all Skyhigh Security product/platform offerings.
This team will be responsible for driving expedited response, overall communication, remedy, resolution, and learnings for our most critical issues/Incidents. Escalation/Incident Manager ensures focused technical leadership, effective coordination and communication, and streamlined decision-making during and after the issue/incident resolution till it’s close looped.
As Escalation Managers, each team member will be addressing the most pressing situations for our customers, and will hold a central position in solidifying our reputation as the go-to cybersecurity partner for our customers. This role demands proactivity, efficiency, an unwavering dedication to constant refinement, and a passion for customer satisfaction.

Escalation/Major Incident LeadershipOwnership for driving progress and resolution of customers' critical issues and Major IncidentsDrive clear intake, scope, priority, exit criteria and end to end process to achieve streamlined escalation resolutionDrive global consistency across portfolio and customersMaintain and improve procedures for customer and field personnel for escalation handlingHandle direct customer leadership and technical audiences as appropriateExpedite ResolutionEngage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations and IncidentsStrong ability to influence and be effective at assigning tasks and responsibilities to successfully achieve all key objectives of the critical account and issuesClear accountability on relevant owners on driving to target Service-Level Objectives (SLO) and intermediate milestones leading up to itInterlock with Executive Sponsors to help resolve roadblocks in a timely mannerCommunication and ReportingEffectively communicate critical issue status to executive staff, sales, support, product teams and other invested partiesEffective use of dashboards and keen understanding of how to use data to help deliver the outcomes needed and track progress towards SLOSet clear customer expectations and ensure timely updates on troubleshooting and resolution action plans for internal and customer facing communications​Risk ManagementMake informed decisions on elevating urgency and apply relevant focus to solve for a situation with right governance, guardrails and reviews in placeA “whatever it takes” customer-first attitude and a willingness to go the extra mile to foster customer successDemonstrate strong judgment in risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives​​Retrospective and Preventive Measures (RCA)Retrospectives and Post Mortem to help improve the process/system/productIdentify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problemsRecognitions and reporting on problem areas which will give insight to the magnitude of the issue through the amount of cases or number of customers impacted or related to these areasReview/Create programs to reduce likelihood of customer and field escalations by proactively mitigating situations and escalation education

Key Responsibilities

Manage a team of incident managersAct as a SPOC for the Customer to provide the status update whenever an ELT Escalation/Major incident (MI) occursDrive the MI Bridge through involving all relevant Resolver Groups and continue the discussions until the Escalation/Major incident is resolvedInform the key stakeholders on the status of the Escalation/Major incident and after getting the confirmed service restoration.Coordinate with the respective SMEs for speedy resolutionEnsure the Escalation/Major incident is resolved within the SLAs agreed with the CustomerTaking all the preventive actions to minimize the service and business impact Conduct a thorough analysis and work with internal stakeholders to prepare the Major Incident Report (MIR) for every Major Incident after it is closed. Ensure that all the resolution procedures are updated in the knowledge database and Support/Engineering case reposConduct a review meeting with relevant members to identify the triggers for the Escalation/Major Incidents, what caused them, and how to prevent such Issues/Incidents happening in future.Work with internal stakeholders and ensure that the causes for all Major incidents are analyzed in a timely manner and the root cause is identified along with corrective actions.Close loop the escalation/Major Incident with customer Providing the periodical (monthly) reports on the overall status of Escalations and Major Incidents.

Key Skills and Competencies

2 - 5 years of experience in driving the service operationsMinimum of 2 years of experience in managing Escalation/Incident Management processesPrefer ITIL Expert, or minimum ITIL Intermediate professional certificationRequires good understanding of Network Security products like Firewalls, Web Gateways or End Point network suitesStrong analytical, communication, presentation and reporting skillsGood leadership, people management and operational skillsMust have exposure to ITIL practices.Good written & verbal communication skillsExperience in helpdesk environmentAbility to work in flexible schedules as neededAbility to motivate staffExcellent team skills with ability to listen and contribute to discussions and meetingsBuilding and maintaining relationshipsPlanning and organization & working well with Virtual Teams

Company Benefits and Perks:

We work hard to embrace diversity and inclusion and encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

Retirement PlansMedical, Dental and Vision CoveragePaid Time OffPaid Parental LeaveSupport for Community Involvement

We're serious about our commitment to diversity which is why we prohibit discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.