Senior Incident Commander – Critical Situations

Proofpoint; Salt Lake City (UT); Vor Ort; USD 84.000 - 131.000; Vollzeit

Zusammenfassung

Proofpoint is hiring a Sr. Critical Situation Manager in Utah to lead high-severity customer incidents and executive escalations.

You will coordinate cross-functional teams, provide updates to customers and internal stakeholders, and drive post-escalation analysis to prevent recurrence. The role requires strong communication with executives, a background in customer-facing tech roles, and experience with Salesforce Service Cloud and SaaS platforms.

Qualifikationen

• Extensive experience in customer-facing technology roles with escalation management background.
• Proficient in using AI tools to analyze escalated situations and create reporting.
• Solid understanding of database and SaaS applications.
• Language fluency in written and spoken English.

Aufgaben

• Lead high-severity customer incidents (major outages) and executive escalations.
• Provide customer-facing updates and internal reporting.
• Coordinate cross-functional teams to resolve issues.
• Conduct post-escalation analysis and root-cause documentation.
• Participate in on-call support 24x7 rotation.

Kenntnisse

AI tools usage

Escalation management

Customer-facing roles

Database knowledge

SaaS applications

Linux command line

Executive communication

Salesforce Service Cloud

Cross-functional coordination

Project management

Ausbildung

Bachelor’s Degree or equivalent

Tools

Salesforce Service Cloud

Linux

Jobbeschreibung

Proofpoint is hiring a Sr. Critical Situation Manager in Utah to lead high-severity customer incidents and executive escalations.

You will coordinate cross-functional teams, provide updates to customers and internal stakeholders, and drive post-escalation analysis to prevent recurrence. The role requires strong communication with executives, a background in customer-facing tech roles, and experience with Salesforce Service Cloud and SaaS platforms.