Escalation Manager

Who is Forcepoint?

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.

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 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.

Preferred Skills:

• Knowledge of cloud security, endpoint protection, and enterprise security frameworks.

• Familiarity with scripting languages (Python, PowerShell) and automation in support environments.

• Industry certifications such as CISSP, CISM, ITIL, or PMP are a plus.

Why Join Us?

• Be part of a leading cybersecurity organization committed to protecting critical business data.

• Lead and develop a world-class technical support team with cutting-edge technologies.

• Competitive salary, benefits, and career growth opportunities in a dynamic industry.

If you are a seasoned leader with a passion for cybersecurity and technical support, we encourage you to apply!

Don’t meet every single qualification? Studies show people are hesitant to apply if they don’t meet all requirements listed in a job posting. Forcepoint is focused on building an inclusive and diverse workplace – so if there is something slightly different about your previous experience, but it otherwise aligns and you’re excited about this role, we encourage you to apply. You could be a great candidate for this or other roles on our team.

The policy of Forcepoint is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity.

Forcepoint is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers, including job seekers with disabilities. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Company’s career webpage as a result of your disability. You may request reasonable accommodations by sending an email to [email protected].

Applicants must have the right to work in the location to which you have applied.