Cloud Network Service Group Manager

Cloud Network Service Group Manager - (2400008D)

Radware is a global leader of cyber security and application delivery solutions for physical, cloud, and software defined data centers.
At Radware, we live and breathe cybersecurity. It is our passion. Each day, our international team works to earn the trust of more than 12,500 organizations around the globe. Keeping them safe is our mission. To that end, we go head-to-head with politically motivated hacktivists, dangerous nation-state threat actors and other notorious cyber attackers — these are not your average adversaries. Backed by nearly 30 years of experience, Radware is best known for its technical excellence and innovative network and application security solutions. That is why it is so important that we build our team with bold and bright talent.

About the Team:
Radware is a global provider of cybersecurity protection solutions for networks and applications, servicing customers around the globe. Cloud Services is the fastest growing business and we are looking to take our service to the next level in our key markets.

We are looking for a strong experienced Network support and Incident Escalation Manager to lead Radware’s global network and escalation teams to expedite and improve customer service support and incidents/customer crisis management.

What is the job:
In this role you will lead a group that consists of 2 global areas:

· Network experts’ group – providing network support to Radware’s cloud customers both on Radware’s cloud WAF and Cloud DDOS services 24/7 in a follow the sun model.

· Incident and escalation managers – orchestrating efforts, resources, investigation, reports, and communication throughout the incident lifecycle and will be the focal point for internal and external stakeholders.

Scope and Responsibilities:

• Manage a team of Network experts team leaders spread globally

• Work on improved support and escalation processes and alignment between the teams

• Identify weak spots and areas for improvement and set personal and global KPIs

• Manage a team of global of incident and escalation managers

• Measure Service Impact Events (SIE) KPIs and set goals and processes, manage day to day activities and define prioritize

• Facilitate RDWR Cloud customer’s escalations throughout its lifecycle – assume accountability and be the focal point throughout crisis management.

• Identify and voice customer impact and urgency, and drive the best course of action per case, while interfacing with other technical teams (including R&D) to investigate, gather data and lessons learned per incident. Liaison interfaces on an-ongoing basis to be able to run effectively in crisis mode.

• Produce ‘formal’ RCAs that will be shared with customers, and support success team with communication as required. Maintain escalation records and derive actionable Lessons Learned from incident RCAs; follow up with eth an imp mentation plan, track implementation progress

What do you need to succeed:

· BS/BA degree or equivalent technical experience, MBA preferred

· 3+ years’ experience working with a SaaS-based solution

· 3+ years of experience in leading managers in customer-facing roles such as professional services, customer success, account management, support.

· Profound technical acumen, including networking and networking security.

· Ability to excel under pressure and tight deadlines

· Ability to work independently and perform well under minimal supervision

· Ability to work flexible hours depending on the needs of our customers and the business

· Proven experience in operating in matrix and cross-functional environments.

· Work experience in a global company – an advantage.

Language and Communication Skills:

· Excellent written and spoken communication skills

· Fluent in English written and spoken

· Presentation skills, high degree of comfort with presenting to variety of audiences – including C level.

· Exhibits good listening skills and comprehension

· Capable of building relationships across geographies, cultures and organizations.

Why you should join us:

Employees from more than 40 countries have chosen Radware as a place where they can belong.

Radware has been recognized by Glassdoor and BDI as one of the World’s Best Places to Work, ranking among the top 100 companies across the globe in the IT category.

Radware has also been named a Gold Winner for Application Security in the 2023 Globee Cybersecurity Awards, by Forrester a Leader in DDoS Protection, and has been named a Leader in WAF Market by Quadrant Knowledge Solutions

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Primary Location: IL-IL-Tel Aviv
Work Locations: Radware Israel, Tel Aviv 22 Raoul Wallenberg Street Tel Aviv 69710
Job: Field Support