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- Tasks: Lead high-priority customer escalations and ensure rapid resolution of critical incidents.
- Company: Join a global team dedicated to excellence in customer service.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Why this job: Make a real impact by managing critical situations and enhancing customer satisfaction.
- Qualifications: Strong communication skills and experience in stakeholder management.
- Other info: Dynamic role with opportunities to mentor and collaborate across teams.
The predicted salary is between 36000 - 60000 £ per year.
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.
Critical Situation Manager employer: TEKsystems
Contact Detail:
TEKsystems Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Critical Situation Manager
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. We all know that sometimes it’s not just what you know, but who you know that can help you land that Critical Situation Manager role.
✨Tip Number 2
Prepare for those interviews by practising common questions related to incident management and stakeholder communication. We recommend doing mock interviews with friends or using online platforms to get comfortable with your responses.
✨Tip Number 3
Showcase your problem-solving skills! During interviews, share specific examples of how you've handled critical situations in the past. We want to see your thought process and how you maintain calm under pressure.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Critical Situation Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in managing critical situations. We want to see how your skills align with the role of a Critical Situation Manager, so don’t hold back on showcasing relevant examples!
Showcase Communication Skills: Since this role involves a lot of communication, especially at an executive level, we recommend you emphasise your communication skills in your application. Use clear and concise language to demonstrate your ability to convey complex information effectively.
Highlight Team Coordination Experience: We’re looking for someone who can coordinate across teams, so be sure to mention any past experiences where you’ve successfully managed cross-team collaborations. This will show us that you can handle the dynamic nature of our work environment.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our company culture and values!
How to prepare for a job interview at TEKsystems
✨Know the CritSit Process Inside Out
Make sure you understand the Critical Situation (CritSit) process thoroughly. Familiarise yourself with how it works, the key steps involved, and any recent improvements. This will show your potential employer that you're not just interested in the role but are also proactive about understanding their operations.
✨Showcase Your Communication Skills
As a Critical Situation Manager, communication is key. Prepare examples of how you've effectively communicated during high-pressure situations in the past. Be ready to discuss how you maintain clarity and ownership in your communications, especially with senior executives and stakeholders.
✨Demonstrate Stakeholder Management Experience
Think of specific instances where you've successfully managed multiple stakeholders during a crisis. Highlight your ability to coordinate between technical and non-technical teams, ensuring everyone is on the same page. This will illustrate your capability to handle complex situations with ease.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that test your problem-solving skills in critical situations. Practice articulating your thought process and decision-making strategies. This will help you convey your ability to think on your feet and lead teams through challenging incidents.
