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.
For decades, RSA has pioneered many of the encryption, authentication, and identity federation technologies that still power the internet. And now RSA is transforming the industry yet again, paving the way for the future of digital identity through the RSA Unified Identity Platform; next-generation hybrid and cloud solutions; the first ever and only multi-functional, passwordless hardware authenticator; and a frictionless, mobile-optimized experience for the modern workforce. If you are self-motivated and looking for a fast-paced challenge doing something that truly matters, come join our winning team! For more information, go to rsa.com.
The Resolution Manager plays a critical role in driving faster resolution to complex customer issues and cross-functional alignment. This role requires deep understanding of company processes, strong analytical thinking, and the ability to navigate product, operational, and customer-impacting challenges. The Resolution Manager is responsible for handling escalated situations, coordinating with multiple internal teams, and ensuring timely, effective communication and resolutions.
Key Responsibilities
- Lead and manage high-priority and complex escalations.
- Communicate clearly and professionally with internal and external stakeholders, including senior leadership and strategic customers.
- Provide updates on issue status, risks, and resolution outcomes.
- Coordinate with cross-functional teams such as Customer Support, Engineering, Professional Services, and Product Management to ensure swift and accurate resolution.
- Serve as a central point of contact between departments to address customer-impacting challenges.
- Drive alignment across teams to resolve both product-related and operational escalations.
- Conduct deep-dive investigations into recurring issues.
- Provide insights and recommendations to leadership on systemic problems and opportunities for improvement.
- Prepare detailed escalation reports and identify trends requiring corrective action or additional training.
- Recommend improvements to escalation processes, tools, and workflows to enhance team efficiency and customer experience.
Skills & Qualifications
- Bachelor's degree in Engineering (Communications/Networks or Computer Science) with minimum 3+ years' experience
- Experience with customer and stakeholder management, with the ability to de-escalate a highly escalated situation.
- Proven ability to handle high-severity and complex cases.
- Strong problem-solving, analytical, and decision-making skills.
- Demonstrated leadership qualities, including the ability to mentor and influence others.
- Excellent communication and stakeholder management skills.
- Ability to interpret data and identify systemic issues.
- Certified ScrumMaster (CSM) is a plus.
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.
If you need a reasonable accommodation during the application process, please contact the RSA Talent Acquisition Team at rsa.global.talent.acquisition@rsa.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.
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