Sr. Technical Program Manager, Product Escalations
Core
Senior Escalation Manager owning end-to-end management of critical customer-facing escalations requiring cross-functional engagement from Product, Engineering, Cloud Operations, SRE, and Security.
Role type
Senior IC Technical Program Manager (Escalation Management)
Builds
Operational resilience for Illumio's breach containment platform across hybrid multi-cloud environments
Domain
Cybersecurity / Zero Trust Segmentation / SaaS
Deliverable
client delivery
Required skills
Escalation lifecycle management, cross-functional coordination, Root Cause Analysis (RCA) governance, executive communication, stakeholder management, SLA tracking, incident triage, corrective action management
Preferred skills
Major Incident Management, ITIL/SRE frameworks, Jira/Salesforce/ServiceNow/PagerDuty proficiency, cybersecurity domain knowledge
Technologies
Jira, Salesforce, ServiceNow, PagerDuty, Zendesk
Responsibilities
Evaluate and route incoming escalations to appropriate teams, lead cross-functional meetings for critical issues, manage executive updates for high-priority incidents, oversee RCA programs and corrective action tracking, develop escalation metrics and dashboards
Seniority
Senior, hands-on IC