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Escalation Lead
Premier Inn Hotels LLC (UAE)
- New York, New York, United States
- New York, New York, United States
Über
Working Hours: TBD (Usually US Hours/Night shift)
Start Date: TBD
JOB OVERVIEW The client’s Escalation Lead is responsible for owning policy, risk, and scope decisions during high-impact client’s escalations. This role ensures that identity, access, and security-related incidents are resolved without introducing unnecessary security exposure, by validating root cause, defining safe remediation boundaries, and approving (or rejecting) configuration changes during live incidents. This role represents the decision authority that currently exists informally in client’s escalations.
JOB ROLE & RESPONSIBILITIES
Conditional Access & Identity Policy Authority
Serve as the escalation authority for:
Conditional Access (CA) failures
Interpret Entra ID sign-in logs and CA outcomes to determine why access was blocked.
CA exclusions
Access scope changes
Authentication flow adjustments
Prevent “blind” policy changes by enforcing root‑cause validation first.
Security Alert Legitimacy & Incident Context
Validate security alerts from Defender and Threat Locker to determine:
True security incidents
False positives
Alerts tied to known remediation actions (e.g., decryption activity)
Confirm whether escalation requires:
Security response
Documentation only
No action
Act as the final authority on whether an alert is safe to disregard.
Act as the policy gatekeeper during active escalations: “Is this the correct fix?” “Does this widen access beyond intent?”
Ensure remediation steps are scoped, intentional, reversible.
Require confirmation that a change resolves the issue before approving additional modifications.
Cross-Functional Technical Direction
Provide technical direction to:
Identity engineers
Security engineers
Infrastructure teams
Guide troubleshooting steps (e.g., reviewing sign-in logs, validating access targets).
Escalate to senior engineers only when justified by evidence.
Escalation Flow Control
Ensure escalation threads do not stall or expand without justification.
Clearly signal when a remediation path is approved or blocked.
Other responsibilities
Based on alert activity and volume, other responsibilities will be assigned.
Process design and documentation.
Flexibility – a key to success for this role.
JOB REQUIREMENTS Technical Expertise
Deep knowledge of Conditional Access policies.
Cloud PC and Windows App access behavior.
Strong ability to interpret token issuance failures.
Operational Judgment
Experience acting as a technical authority during live incidents.
Ability to make risk‑balanced decisions under time pressure.
Comfortable blocking changes that increase risk, even when resolution is urgent.
Communication
Clear, decisive communication in escalation threads and verbal communication.
Ability to explain why a change is or is not approved.
Confident interacting with senior engineers and leadership during incidents.
Success Criteria
Escalations resolve without over‑permissive policy changes.
Identity and access issues are fixed with confirmed cause.
Security alerts are correctly classified.
Repeat escalations decrease due to better guardrails and documentation.
Does not solely own day‑to‑day execution of fixes (that remains shared with the team).
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Sprachkenntnisse
- English
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