Senior Escalation & Incident Programs Lead

Illumio; Sunnyvale (CA); On-site; USD 140,000 - 210,000; Full time

Benefits offered by this job

Health Savings Accounts

Life and Disability Programs

Paid Parental Leave

Voluntary Benefit Programs

Wellness Reimbursement Program

Retirement Savings

Equity Opportunities

Paid time off and Paid Holidays

Employee Incentive Program

Medical, Dental, Vision Coverage

Job summary

Illumio is seeking a Senior Escalation Manager to own end-to-end management of customer-facing escalations involving Product, Engineering, Cloud Operations, SRE, Security, and Executive Leadership.

You will serve as the operational leader for critical issues, triaging, routing, and driving resolutions, while owning post-incident governance, RCA tracking, and action management. This role reports into the Customer Success Engineering organization.

Qualifications

• 7+ years coordinating across multiple technical organizations.
• Experience leading cross-functional initiatives without direct authority.
• Strong executive communication and presentation skills.
• Experience with enterprise cybersecurity, cloud, IT operations.

Responsibilities

• Coordinate escalations across Product, Engineering, Cloud Ops, SRE, Security and Leadership.
• Own post-incident governance including RCA tracking and corrective actions.
• Lead cross-functional meetings and provide executive updates.
• Develop escalation metrics, dashboards, and reporting.
• Ensure escalations are triaged, routed, and resolved with customer trust.

Skills

Escalation Management

Technical Account Management

Incident Management

Cross-functional leadership

SaaS & cloud platforms

Executive communication

Tools

Jira

Salesforce

ServiceNow

PagerDuty

Zendesk

Job description

Illumio is seeking a Senior Escalation Manager to own end-to-end management of customer-facing escalations involving Product, Engineering, Cloud Operations, SRE, Security, and Executive Leadership.

You will serve as the operational leader for critical issues, triaging, routing, and driving resolutions, while owning post-incident governance, RCA tracking, and action management. This role reports into the Customer Success Engineering organization.