Incident & Escalation Team Leader, Cloud Services

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.

What is the job:

We are seeking a Team Leader for our Incident & Escalation Management team within the Cloud Services division. In this pivotal role, you will lead a global team of Incident and Escalation Managers, oversee high-impact customer situations, and drive continuous improvement in incident response, communication, and customer trust.

This is a hands-on leadership position requiring deep technical understanding, program management expertise, and a strong customer-centric mindset. You will work closely with Engineering, Cloud Operations, Support, Product, and Customer Success teams to orchestrate the resolution of service-impacting events and escalations across Radware’s global cloud infrastructure.

What will you do?

• Lead, coach, and mentor a global team of Incident & Escalation Managers to ensure excellence in crisis handling, RCA reporting, and customer-facing communication.
• Own and optimize escalation workflows, response protocols, and incident playbooks to ensure alignment with SLAs and KPIs.
• Act as the senior point of contact, including leadership of high-severity incidents and critical customer escalations.
• Oversee communication with internal stakeholders and enterprise customers during active incidents.
• Drive post-incident root cause analysis processes, ensuring clarity, accuracy, and actionable recommendations.
• Lead cross-functional initiatives to improve incident readiness, detection, response times, operational resilience, and customer satisfaction.
• Partner with Cloud Operations, Customer Success, Product, and Support teams to identify recurring issues and drive product and process improvements.
• Contribute to quarterly planning, roadmap interlocks, and business rhythm processes (QBRs, postmortems, retrospectives).
• Foster a culture of accountability, ownership, and customer obsession within the team.
• Deliver insights and reports to senior management on escalation trends, systemic issues, and customer impact metrics.
  
  

What you need:

• 5+ years of experience managing technical escalation response or program management teams; proven ability to lead under pressure and mentor effectively.
• Demonstrated success managing global escalations and high-severity incidents in SaaS, cloud, or cybersecurity environments.
• Strong technical understanding of networking, cloud infrastructure (AWS, Azure, OCI), and internet security fundamentals.
• Direct experience engaging with enterprise customers during incidents or escalations, including communication and RCA presentation.
• Experience leading cross-functional initiatives, conducting postmortems, and aligning stakeholders across multiple technical and business functions.
• Excellent written and verbal communication skills; executive presence; ability to convey complex technical topics to internal and external stakeholders.
• Comfortable working across geographies and time zones in a matrixed, fast-paced environment.
  
  

Ability to support the following:

We’re looking for a calm, clear-thinking leader who thrives in ambiguity, motivates teams through complex challenges, and turns crisis into opportunity. You should be passionate about operational excellence, customer satisfaction, and building scalable, resilient support models. A collaborative, accountable, and solution-oriented mindset is critical for success in this role.

• Experience with DDoS mitigation, WAFs, or other Radware-relevant security technologies
• Familiarity with tools like Jira, ServiceNow, PagerDuty, or other incident response platforms
• Background in customer success, technical support leadership, or cyber crisis communication
• PMP or similar program management certification
  
  

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. We are equally committed to our people. We strive to create a dynamic work environment that celebrates diversity, promotes equality, and thrives on the unique contributions of each individual. If you are ready to be part of a global-minded company that is inspired to create a better, safer future; and if and want to fight for the good guys and be at the forefront of helping companies protect their most critical assets from today’s cyber adversaries, then you’ve found the right fit at Radware.

Primary Location

IL-IL-Tel Aviv

Work Locations

Radware Israel, Tel Aviv

Job

Field Support