Remote Critical Incident Manager

TEKsystems; Remote; GBP 80,000 - 100,000; Full time

Job summary

A leading technology services company is seeking a Critical Situation Manager who will lead the response to high-priority customer escalations and incidents. This remote role focuses on ensuring rapid resolutions and maintaining executive-level communication while contributing to the improvement of business-critical incident management processes. The ideal candidate will excel in stakeholder management and have proven experience in effectively managing complex escalations across teams, making it a vital role in maintaining customer satisfaction.

Qualifications

• Experience managing critical customer escalations effectively.
• Ability to communicate assertively across all management levels.
• Strong organizational and action-oriented skills.

Responsibilities

• Lead and manage critical customer escalations through the CritSit process.
• Coordinate teams to accelerate resolution of complex issues.
• Mentor internal teams for consistent execution of the CritSit process.

Skills

Strong written and verbal communication skills

Experience in a customer-facing or escalation-focused role

Problem-solving abilities

Stakeholder management abilities

Collaboration skills

Job description

A leading technology services company is seeking a Critical Situation Manager who will lead the response to high-priority customer escalations and incidents. This remote role focuses on ensuring rapid resolutions and maintaining executive-level communication while contributing to the improvement of business-critical incident management processes. The ideal candidate will excel in stakeholder management and have proven experience in effectively managing complex escalations across teams, making it a vital role in maintaining customer satisfaction.