Critical Situation Manager
18 month contract
Fully remote
Description
Critical Situation Manager required to join a team that leads the response to high priority customer escalations/incidents. The team operates globally, ensuring consistent, high quality management of business critical incidents for strategic enterprise customers. The role ensures rapid resolution, maintains executive level communication, and contributes to continuous improvement of the global critical situations process.
This position requires excellence in communication, stakeholder management, and cross team coordination.
Candidates must be citizens of the UK, USA, Canada, Australia, or New Zealand and must be based in the UK.
Key Responsibilities
Critical Situation Ownership
Lead and manage critical customer escalations, ensuring adherence to the critical situations process.
Drive timely, accurate communication and provide clear incident ownership.
Coordinate technical and non technical teams to accelerate issue resolution.
Visibility & Escalation Management
Provide internal visibility for complex, mission critical, or politically sensitive incidents.
Identify systemic issues and escalate them to the appropriate engineering, process, or leadership groups.
Cross Group Communication & Leadership
Engage confidently with customer and partner stakeholders, including senior executives.
Mentor internal support teams to ensure consistent, high quality execution of the critical situations process.
Required Experience , Skills and Qualifications
Strong written and verbal communication skills.
Demonstrated Experience in a customer facing or escalation focused role.
A background in incident management, customer success and 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 Microsoft technologies (deep technical expertise not required).
Skills
- Incident management
- Major incident
- Azure
- Windows
- Network
Job Title: Critical Situation Manager
Location: London, United Kingdom
Rate/Salary: .00 GBP Yearly
Job Type: Contract
Trading as TEKsystems. Allegis Group Limited, Bracknell, RG12 1RT, United Kingdom. No Allegis Group Limited operates as an Employment Business and Employment Agency as set out in the Conduct of Employment Agencies and Employment Businesses Regulations 2003. TEKsystems is a company within the Allegis Group network of companies (collectively referred to as "Allegis Group"). Aerotek, Aston Carter, EASi, Talentis Solutions, TEKsystems, Stamford Consultants and The Stamford Group are Allegis Group brands. If you apply, your personal data will be processed as described in the Allegis Group Online Privacy Notice available at our website.
To access our Online Privacy Notice, which explains what information we may collect, use, share, and store about you, and describes your rights and choices about this, please go our website.
We are part of a global network of companies and as a result, the personal data you provide will be shared within Allegis Group and transferred and processed outside the UK, Switzerland and European Economic Area subject to the protections described in the Allegis Group Online Privacy Notice. We store personal data in the UK, EEA, Switzerland and the USA. If you would like to exercise your privacy rights, please visit the "Contacting Us" section of our Online Privacy Notice on our website for details on how to contact us. To protect your privacy and security, we may take steps to verify your identity, such as a password and user ID if there is an account associated with your request, or identifying information such as your address or date of birth, before proceeding with your request. commitments under the UK Data Protection Act, EU-U.S. Privacy Shield or the Swiss-U.S. Privacy Shield.