Critical Incident Manager

Critical Situation / Incident Manager (Customer Escalations)

If you’re at your best when things are messy, high-stakes, and time-sensitive — this is for you.

A global technology organisation is hiring a Critical Situation Manager to take ownership of business-critical customer incidents
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You’ll be the person who brings structure, pace, and calm leadership when priority escalations hit — aligning technical teams, protecting customer confidence, and driving resolution with clear accountability.

Why this role is a strong move:

• High visibility: you’ll work across senior internal stakeholders and enterprise customers
• Real ownership: you lead the incident end-to-end, not just “coordinate updates”
• Global scope: collaborate across EMEA, Americas, and APAC
• Impact: you’ll shape how critical incidents are run, improving process and outcomes over time

What you’ll be doing:

• Own critical escalations from first alert to resolution, ensuring a consistent major incident process
• Drive clear, executive-ready communications (internally + externally)
• Coordinate engineering, support, customer success, and partners to remove blockers fast
• Identify systemic issues and escalate appropriately to prevent repeat incidents
• Coach/mentor teams on “what good looks like” for critical situation execution

You’ll be a great fit if you’ve got:

• Experience in Major Incident Management / Escalation Management / Service Delivery / Incident Command
• Strong executive communication — confident, concise, and calm under pressure
• Proven track record managing multi-team, complex incidents with competing priorities
• Strong stakeholder management and the ability to influence without authority
• Broad understanding of enterprise technology environments (deep engineering not required)

Please apply for immediate consideration.