Direct message the job poster from Experis UK
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.
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)
Working pattern (important)
* Sunday–Thursday (Friday + Saturday are weekend)
* EMEA shift: 08:30–17:00 BST (approx. 07:30–16:00 winter)
* Flexibility for occasional weekend/public holiday coverage based on incident priority
* PAYE Contract – Salary Equivalent to £35,000 – £40,000
* Fully Remote – UK Based
* 12 – 18 Months Contract
Please apply for immediate consideration.
Seniority level
* Mid‑Senior level
Employment type
* Contract
Job function
* Information Technology
Industries
* Software Development
#J-18808-Ljbffr