Sr. Critical Situation Manager
Core
Manage high-severity customer incidents and executive escalations for Proofpoint's cybersecurity products, acting as the primary communication focal point and driving resolution across cross-functional teams.
Role type
Senior Critical Situation Manager (Incident Response & Customer Advocacy)
Builds
Resolution of critical system outages and service restoration for enterprise customers
Domain
Cybersecurity, SaaS, Cloud Services, Email Security
Deliverable
client delivery
Required skills
Escalation management, cross-functional coordination, root cause analysis, executive communication, incident reporting, conflict resolution, process improvement, SaaS application knowledge, database knowledge, Linux command line familiarity, Salesforce Service Cloud proficiency
Preferred skills
Email privacy/protection knowledge, cloud services expertise, PMP certification
Technologies
Salesforce Service Cloud, Linux, SaaS platforms, AI tools for analysis
Responsibilities
Lead high-severity customer incidents and executive escalations; coordinate cross-departmental efforts to resolve critical situations; provide customer-facing updates and internal reporting; conduct post-incident analysis and generate root cause documentation; evaluate service level agreement violations; participate in 24x7 on-call rotation.
Seniority
Senior, hands-on IC with strategic influence
