Escalation Manager
Forcepoint
IT Consulting
Cork - Irland
Manager / Team Leader
Experteer Overview
As Escalation Manager, you own end-to-end response to high-severity incidents across Forcepoint’s global environments. You coordinate cross-functional teams, drive swift resolution, and communicate clearly with stakeholders to minimize disruption and protect customer data. This role focuses on improving time-to-resolution, service continuity, and incident processes, while identifying patterns to prevent recurrence. You will work closely with engineering, product management, and professional services to strengthen incident response and readiness. This is an opportunity to lead critical security operations in a fast-paced, global setting and shape best practices.
Pay / Benefits
- competitive salary
- benefits
- career growth opportunities
- dynamic industry
- equal opportunity employer
- remote or flexible considerations unknown
Responsibilites
- Take ownership of incoming critical incidents and customer incidents
- Lead incident triage calls to define severity, success criteria, RACI, and exit conditions
- Prioritise and manage incidents from initiation through resolution, coordinating internal resources and ensuring SLA adherence
- Allocate and manage internal resources with appropriate stakeholders, expertise, and tooling
- Provide technical and operational oversight, escalating to engineering/product management or other teams as needed
- Act as central point of contact during incidents, delivering timely, audience-appropriate updates to stakeholders, customers, and executives
- Prepare and deliver post-incident executive summaries for senior leadership
- Drive root cause analysis with engineering and support teams
- Identify recurring patterns and feed insights into operational improvements
- Prepare executive summaries for C-level stakeholders in layman's terms
- Collaborate with cross-functional teams and contribute to runbooks, readiness drills, and regional incident preparedness
Key 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
Description
As Escalation Manager, you own end-to-end response to high-severity incidents across Forcepoint’s global environments. You coordinate cross-…
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