Resolution Manager - SecurID

Job Description

We are dedicated to the safety of our team members, customers and candidates. Due to the current global situation you may experience a slower response time or fluctuation in our job opportunities as we adjust to the dynamic circumstances. We appreciate your patience and encourage you to Join our Talent Network for the latest RSA career opportunities.Resolution Manager - SecurIDPrimary Location: New Cairo, EgyptResolution Manager - SecurIDAs organizations across the globe transform to meet the rapidly evolving demands of the post-pandemic world, cybersecurity has become the bedrock of today?s digital economy. Nowhere is this more critical than in securing the identities of the employees, external users, and customers that drive the modern digital business. RSA SecurID is the most recognized and trusted brand in Identity Assurance with more than 12,000 customers, including 90% of the Fortune 500. For over 35 years, SecurID has pioneered many of the encryption, authentication and identity federation technologies that still power the Internet today. And now SecurID is transforming the industry yet again, paving the way for the future of digital Identity through next-generation SaaS-powered Identity Assurance and a frictionless, mobile-optimized experience for the modern workforce. If you are a self-motivated entrepreneur looking for a fast-paced challenge doing something that truly matters, come join our winning team! The Resolution Manager is responsible for evaluating the situation, facilitating the issue at a global level, and acting as an advocate on customers? behalf. Accuracy, execution and completion of the escalation process are the responsibility of the Escalation Manager.Principal Responsibilities:* Apply expertise in action planning and resource coordination. * Deliver concise, detailed, and regular communication to RSA and the customers. * Drive conference calls with the customer, partners, account managers, and internal support teams. * Communicate status to all stakeholders and as necessary, C-Level executives. * Attend weekly meetings with engineering and support management to report status and receive feedback. * Drive escalations to timely resolution. * Complete quality audit of the associated case(s) to determine if escalation was the result of process or knowledge gaps. * Findings to be shared with support leadership. * Present situational updates and root cause analysis directly to the customer?s C-suite executives.Skills:* Excellent writing and communication skills and ability to clearly express complex ideas and concepts.* Knowledge of technical communication best practices.* Ability and desire to collaborate with others.* Strong problem-solving, organizational and project leadership skills.* Customer Support Experience is a plus.* Ability to work on AMER Time zone working hours.Experience:* Bachelors in IT, Communications or Computer Science* Experience Required: 5+ years relevant experienceRSA is committed to the principle of equal employment opportunity for all employees and applicants for employment and to providing employees with a work environment free of discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race, color, and any other category protected by applicable country law.If you need a reasonable accommodation during the application process, please contact the RSA Talent Acquisition Team atrsa.global.talent.acquisition@rsa-cybersecurity.com. RSA and its approved consultants will never ask you for a fee to process or consider your application for a career with RSA. RSA reserves the right to amend or withdraw any job posting at any time, including prior to the advertised closing date.Job ID:ADVIS003772 Interested InSelect a job category from the list of options. Search for a location and select one from the list of suggestions. Finally, click ?Add? to create your job alert. * Account Services Management, New Cairo, Cairo Governorate, Egypt

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