Job Title: Critical Situation Manager
Job Description
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 CritSit process. This position demands excellence in communication, stakeholder management, and cross-team coordination.
Responsibilities
* Lead and manage critical customer escalations, ensuring adherence to the CritSit 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 escalate 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 CritSit process.
Essential Skills