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Rsa Resolution Manager

1 month ago

مصر, Egypt RSA Full time

**RSA Resolution Manager**

RSA provides trusted identity and access management for 12,000 organizations around the world, managing 25 million enterprise identities and providing secure, convenient access to millions of users. RSA specializes in empowering security-first organizations in financial services, healthcare, energy, technology services, and other industries to thrive in a digital world, delivering complete capabilities for modern authentication, access, lifecycle management, and identity governance. Whether in the cloud or on-premises, RSA connects people with the digital resources they depend on everywhere they live, work, and play.

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 Resolution Manager.

**Principal Responsibilities**:

- 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.**

RSA 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.

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