R&D Escalation Manager

We are looking for a R&D Escalation Manager.

About U

sCheck Point is a key player the network security field, striving to provide the leading SASE platform in the market. Our innovative approach, merging cloud and on-device protection, redefines how businesses connect in the era of cloud and remote work

.
Major Responsibiliti

• esWork with R&D and Engineering to ensure escalated customer tickets are prioritized and actively worked towards resoluti
• onServe as R&D point of contact for Customer Support team for all customer escalation ticke
• tsManaged cross function R&D Support squad, define ticket priority and assign to the developer team, ensuring efficient coverage and meeting SL
• A.Lead and facilitate ad hoc task force for critical and urgent production issues, bringing together the necessary R&D resources to diagnose and resolve issues quickly and effectivel
• y.Build practices and processes to support incident tracking, escalation metrics and dashboard
• s.Continuously evaluate and improve the escalation process, identifying bottlenecks and implementing solutions to streamline resolution times and prevent future escalatio

nsDesired Backgrou

• ndExperience in software development and/or technical support, with a focus on escalation management and incident managemen
• t.Experience in leading investigations and conducting a full root-cause analysi
• s.Strong technical problem-solving and analytical skills with the willingness to own the investigation through to the en
• d.Assertive and inner drive capabiliti
• esProven record in leading cross-function matrix management tea