Incident Manager - Itil L Major Incident L Escalation L 3y To 6y
Skyhigh Security
Hybrid
3-6 years service operations experience
2+ years escalation management experience
Itil expert or intermediate certification
Skyhigh Security is seeking an Incident Manager with 3 to 6 years of experience in escalation and incident management, particularly in ITIL processes. The role involves leading customer-centric escalations and ensuring effective communication and resolution of major incidents within the company's global customer support framework
Job Summary
The role involves owning customer-centric escalations and Major Incidents end-to-end while coordinating technical and delivery teams for efficient resolution.
Skyhigh Security is a global leader in cloud-based Zero Trust data security solutions with offices worldwide including Santa Clara, Bengaluru, and Sydney.
Employees benefit from a hybrid work model, retirement plans, medical coverage, paid parental leave, and a culture that values learning and authenticity.
Matching Summary
Match Score: 85
Skyhigh Security is seeking an Incident Manager with 3 to 6 years of experience in escalation and incident management, particularly in ITIL processes. The role involves leading customer-centric escalations and ensuring effective communication and resolution of major incidents within the company's global customer support framework.
Skills & Requirements
Must-have
3-6 years service operations experience
2+ years escalation management experience
ITIL Expert or Intermediate certification
Network security product knowledge
Cross-functional team coordination
Major incident bridge leadership
Nice-to-have
Proactive customer-first attitude
Experience in helpdesk environment
Ability to work flexible schedules
Strong analytical and reporting skills
Virtual team collaboration skills
Key Requirements
3 to 6 years experience in service operations
Minimum 2 years in Escalation/Incident Management
ITIL Expert or Intermediate professional certification
Understanding of Network Security products like Firewalls