Sr. Critical Situation Manager

Sr. Critical Situation Manager

As a member of the Global Critical Situation Management Organization, the Sr. Critical Situation Manager will manage high‑severity customer incidents involving Proofpoint products and services, serving as the communication focal point and overseeing resolution from initial identification to post‑mortem analysis.

• Lead high‑severity customer incidents (major system outages) and executive escalations.
• Leverage the internal, cross‑functional community to drive critical situations to resolution.
• Provide customer‑facing updates and internal reporting.
• Lead cross‑departmental process improvement to maximize customer retention.
• Deliver post‑escalation analysis reporting and identify process improvements.
• Coordinate and research incident root‑cause and generate customer‑facing root‑cause analysis documents.
• Evaluate customer requests for service‑level agreement violations.
• Participate in on‑call support 24/7 rotation as assigned.

• Bachelor’s Degree or equivalent.
• Strong familiarity with AI tools to help analyze escalated situations and create internal and customer‑facing reporting.
• Minimum of 7 years in customer‑facing technology roles with escalation management background.
• Basic familiarity with Linux command line environments.
• Solid understanding of database and SaaS applications.
• Proficient in written and spoken business English.
• Accomplished communicator and influencer, able to thrive in high‑pressure situations working with customers, users, senior level management, sales and peers.
• Comfortable interacting with executives (customer and internal).
• Proven success coordinating solutions across multiple cross‑functional teams.
• Working knowledge of Salesforce Service Cloud based systems.
• Strong business and management acumen.
• Ability to resolve issues and conflicts and take ownership in challenging situations.
• Ability to maintain a calm and professional demeanor in the face of high‑pressure, intense escalations.
• Knowledge of email privacy/protection, cloud services, SaaS is preferred.
• Project Management experience, PMP certification is a plus.

Proofpoint is an equal opportunity employer. We hire without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability.