This role blends operational leadership of global technical support with the strategic, customer advocacy driven functions of critical incident command.
The Director will oversee break/fix support delivery, manage critical customer situations from initiation through resolution and postmortem, strengthen cross functional alignment, and drive continuous improvement across people, process, and technology.**Key Responsibilities** **Qualifications** 7+ years of experience in escalation or incident management roles with demonstrated success resolving complex, high impact issues.Strong business and management acumen with experience influencing senior leadership.
Bachelor’s degree or equivalent experience.
Strong technical proficiency, including: Experience with Salesforce Service Cloud or similar support systems.
Ability to independently troubleshoot complex system environments with multiple configurations and protocols.
Project Management experience: PMP certification is a plus.* Competitive compensation* Comprehensive benefits* Career success on your terms* Versatile work environment* Annual wellness and community outreach days* Always on recognition for your contributions* Global collaboration and networking opportunitiesFind your network, your allies, and your biggest fans.
We know that work is simply better when you’re surrounded by people who inspire you—who share ideas, cheer you on, and genuinely want to see you succeed.
That’s why we offer social circles, sponsored networks, and connection points across teams and time zones—to help you find your people, build your community, and thrive together.
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📌 Director, Global Critical Situation Manager (Toronto)
🏢 Proofpoint
📍 Toronto
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