Critical Situation Manager NEW

Reading, Berkshire
TEKsystems

Job Title: Critical Situation Manager

18 month contract

Fully remote

Inside IR35 – 47.5k 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

• Lead and manage critical customer escalations, ensuring adherence to the incidence response 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 executives.
• Mentor internal support teams to ensure consistent, high-quality execution of the incidence response process.

Essential Skills

• Strong written and verbal communication skills.
• Customer-facing or escalation-focused role.
• Incident management, customer success, or service delivery.
• Strong problem-solving, negotiation, and stakeholder management abilities.
• Ability to communicate assertively and effectively across all management levels.
• 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 relevant technologies (deep technical expertise not required).

Location

Reading, UK

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