Job Title: Critical Situation Manager
18 month contract
Fully remote
Inside IR35 - Salary Equivalent
Job Description
Join our team as a Major Incident Manager, where you will lead the response to high priority customer escalations and incidents. 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 incident management process. This position demands excellence in communication, stakeholder management, and cross-team coordination.
Responsibilities
1. Lead and manage critical customer escalations, ensuring adherence to the incidence response process.
2. Drive timely and accurate communication while providing clear incident ownership.
3. Coordinate technical and non-technical teams to accelerate issue resolution.
4. Provide internal visibility for complex, mission-critical, or politically sensitive incidents.
5. Identify systemic issues and escalate them to the appropriate engineering, process, or leadership groups.
6. Engage confidently with customer and partner stakeholders, including executives.
7. Mentor internal support teams to ensure consistent, high-quality execution of the incidence response process.
Essential Skills
8. Strong written and verbal communication skills.
9. Customer-facing or escalation-focused role.
10. Incident management, customer success, or service delivery.
11. Strong problem-solving, negotiation, and stakeholder management abilities.
12. Ability to communicate assertively and effectively across all management levels.
13. Managing complex escalations across multiple teams.
14. Strong collaboration skills with the ability to influence across functions.
15. Highly organized, action-oriented, and capable of driving critical issues to resolution.
16. Broad understanding of relevant technologies (deep technical expertise not required).
Location
Reading, UK
Trading as TEKsystems. Allegis Group Limited, Maxis 2, Western Road, Bracknell, RG12 1RT, United Kingdom. No. 2876353. 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.