Cloud Service Excellence Group Manager

Cloud Service Excellence Group Manager - (2400008U)

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 looking for a strong Service excellence Manager to lead Radware’s global Service excellence group to expedite and improve roadmap features planning, internal knowledge and operational tools.
In this role you will lead a group that consists of 2 main areas:

· Service excellence and knowledge– building knowledge base and training plans to the Global cloud teams, measure and improve service KPIs and customers’ NPS

· Cloud operations program management and automation – Work with the cloud teams to identify areas for improvements to be developed internally by the automation team, and work with cloud R&D on features planning and feedback from the operations teams

The group leader is expected to interface with field teams, Senior Management, Cloud operations, Customer Success Manager, Support teams, Engineering, R&D and product management, to improve operational and product related issues as well as build training plans and knowledge base for internal and external use.

Scope and Responsibilities:

• Manage a group consist of knowledge, automation and product operations management

• Work on improved knowledge base and training plans to the global cloud teams, in the areas of network and security

• Collect service and operational KPIs, and monthly meetings to review and plan improvements

• Build plans for Radware Cloud operational systems enhancement, collect requirements and efforts and build quarterly/yearly plans

• Attend Cloud product feature review and planning, provide cloud operations feedback and requirements

What do you need to succeed:

· BS/BA degree or equivalent technical experience

· 3+ years’ experiences managing a team

· Experience working with a SaaS-based solution - advantage

· Experience in knowledge management and projects planning

· Profound technical acumen, including networking and security.

· Experience in customer-facing roles such as professional services, customer success, account management, support - advantage

· 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.

#LI-NZ1

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