Critical Situation Manager

Job Title:

Critical Situation Manager

Join our dynamic team as a Critical Situation Manager, where you will lead the response to high priority customer escalations and incidents. Operating globally across EMEA, the Americas, and APAC, you will ensure consistent and high-quality management of business-critical incidents for strategic enterprise customers. Your role will focus on ensuring rapid resolution, maintaining executive-level communication, and contributing to the continuous improvement of our global Crit Sit process.

This position demands excellence in communication, stakeholder management, and cross-team coordination.

• Lead and manage critical customer escalations, ensuring adherence to the Crit Sit process.
• Drive timely and accurate communication while providing clear incident ownership.
• Coordinate technical and non-technical teams to accelerate issue resolution.
• Provide internal visibility for complex, mission-critical, or politically sensitive incidents.
• Identify systemic issues and elevate them to the appropriate engineering, process, or leadership groups.
• Engage confidently with customer and partner stakeholders, including senior executives.
• Mentor internal support teams to ensure consistent, high-quality execution of the Crit Sit process.

• Strong written and verbal communication skills.
• Demonstrated experience in a customer-facing or escalation-focused role.
• Background in incident management, customer success, or service delivery.
• Strong problem-solving, negotiation, and stakeholder management abilities.
• Ability to communicate assertively and effectively across all management levels.
• Proven experience managing complex escalations across multiple teams.
• Strong collaboration skills with the ability to influence across functions.
• Highly organized, action-oriented, and capable of driving critical issues to resolution.
• Broad understanding of relevant technologies (deep technical expertise not required).

• Experience with incident management, major incidents, Azure, and networking.

This role is fully remote, offering flexibility and a balanced work-life environment. You will engage with a broad range of enterprise clients, dealing with various critical issues.

Location

Reading, UK

Rate/Salary

28.00 - 28.00 GBP Hourly