Cloud Incident & Escalation Lead

Radware; Zoetermeer; On-site; EUR 61,270 - 88,501; Full time

Job summary

Radware is seeking an Incident and Escalation Manager for its Cloud Services division in Singapore. You will lead end-to-end incident lifecycles, coordinating across global teams, and serve as the primary contact for escalations with customers and internal stakeholders.

The role emphasizes RCA ownership, post-incident follow-ups, and continuous improvement in a fast-paced environment. The ideal candidate has a strong SaaS background, 3+ years in customer-facing roles, and solid

Qualifications

• BS/BA degree or equivalent technical experience; MBA preferred.
• Minimum of 3 years of experience with SaaS-based solutions.
• At least 3 years in customer-facing roles such as project manager, customer success, or technical account management.
• Strong technical acumen, including networking and network security.
• Ability to excel under pressure and meet tight deadlines.
• Capable of working independently with minimal supervision.
• Flexibility to work varying hours based on customer and business needs; on-call shifts.
• Experience in matrix and cross-functional environments; global company is an advantage.

Responsibilities

• Own end-to-end management of customer escalations and incidents, including leading incident bridges and driving resolution across teams.
• Act as the central point of ownership for critical customer issues, ensuring alignment and coordination across Cloud Delivery support teams, R&D, and other stakeholders.
• Assess and communicate customer impact, urgency, and business risk, driving prioritization and escalation handling.
• Lead incident and escalation calls, ensuring structured execution, clear ownership, and progress toward resolution.
• Drive resolution of stalled, aging, or cross-team dependent cases, removing blockers and accelerating delivery.
• Ensure consistent, clear, and timely communication with customers, CSMs, account teams, and management.
• Own the RCA lifecycle, including investigation, drafting, and delivery of customer-facing RCAs within defined SLAs.
• Drive post-incident activities, including lessons learned, corrective and preventive actions, and follow-up to closure.
• Lead regional daily escalation sync calls and monitor risks, incidents, and escalations.
• Track production issues, escalation trends, and backlog health, providing reporting to improve service quality.

Skills

SaaS experience

Customer-facing

Networking knowledge

On-call readiness

Cross-functional / matrix

Education

BS/BA degree or equivalent

MBA preferred

Job description

Radware is seeking an Incident and Escalation Manager for its Cloud Services division in Singapore. You will lead end-to-end incident lifecycles, coordinating across global teams, and serve as the primary contact for escalations with customers and internal stakeholders.

The role emphasizes RCA ownership, post-incident follow-ups, and continuous improvement in a fast-paced environment. The ideal candidate has a strong SaaS background, 3+ years in customer-facing roles, and solid