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CheckPoint R&D Escalation Manager Israel, Tel Aviv District, Tel Aviv-Yafo 586529801
25.03.2025
Key Responsibilities
- Work with R&D and Engineering to ensure escalated customer tickets are prioritized and actively worked towards resolution
- Serve as R&D point of contact for Customer Support team for all customer escalation tickets
- Managed cross function R&D Support squad, define ticket priority and assign to the developer team, ensuring efficient coverage and meeting SLA.
- Lead and facilitate ad hoc task force for critical and urgent production issues, bringing together the necessary R&D resources to diagnose and resolve issues quickly and effectively.
- Build practices and processes to support incident tracking, escalation metrics and dashboards.
- Continuously evaluate and improve the escalation process, identifying bottlenecks and implementing solutions to streamline resolution times and prevent future escalations
Qualifications
- Experience in software development and/or technical support, with a focus on escalation management and incident management.
- Experience in leading investigations and conducting a full root-cause analysis.
- Strong technical problem-solving and analytical skills with the willingness to own the investigation through to the end.
- Assertive and inner drive capabilities
- Proven record in leading cross-function matrix management teams
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