Escalation Manager

The Escalation Manager at CyberMaxx will be responsible for overseeing and managing critical client issues. This role is pivotal in ensuring swift and effective resolution of complex security issues, coordinating cross-functional teams, and maintaining clear communication with stakeholders throughout the escalation process.

Key Responsibilities:

• Escalation Management: Lead the response to escalated issues, ensuring timely and effective resolution.
• Coordination: Collaborate with internal teams to manage and drive resolution for complex issues.
• Communication: Serve as the primary point of contact for escalated issues, providing regular updates to clients, senior management, and other stakeholders.
• Analysis: Conduct in-depth analysis identified issues to determine root causes, impact, and remediation measures.
• Documentation: Maintain detailed documentation including timelines, actions taken, and lessons learned.
• Process Improvement: Identify and recommend procedural improvements based on lessons learned and metrics.
• Reporting: Prepare and present reports and performance metrics to senior management and other relevant stakeholders.

What it takes to be successful:

• Proactive: Ability to anticipate potential issues and take proactive measures to mitigate risks.
• Detail-Oriented: Strong attention to detail and a commitment to maintaining high standards of accuracy and quality.
• Team Player: Collaborative and able to work effectively with cross-functional teams.

Required:

• Education: Bachelor s degree in Cyber Security, Information Technology, Computer Science, or a similar field or equivalent experience Advanced degree or relevant certifications (e.g., CISSP, CISM) preferred.
• Experience: Preferred minimum of 3 years of experience in cyber security, with at least 1 year in a managerial or escalation role.
• Technical Skills: In-depth knowledge of security incident management, threat analysis, and response strategies. Familiarity with security information and event management (SIEM) tools, Endpoint Detections and Response tools and other security technologies.
• Analytical Skills: Strong analytical and problem-solving skills with the ability to handle complex and high-pressure situations.
• Communication: Excellent verbal and written communication skills, with the ability to convey technical information to non-technical stakeholders.
• Leadership: Proven leadership skills with experience in managing and mentoring teams.