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- Tasks: Lead and manage critical customer escalations, ensuring swift resolution and clear communication.
- Company: Join a global team focused on high-priority incident management for enterprise customers.
- Benefits: Competitive salary, fully remote work, and opportunities for professional growth.
- Why this job: Make a real impact by resolving critical situations and enhancing customer satisfaction.
- Qualifications: Strong communication skills and experience in customer-facing or escalation roles required.
- Other info: Dynamic role with excellent career advancement potential in a supportive environment.
The predicted salary is between 28000 - 36000 £ per year.
18 month contract
Fully remote
Critical Situation Manager required to join a team that leads the response to high priority customer escalations/incidents. The team operates globally, ensuring consistent, high quality management of business critical incidents for strategic enterprise customers. The role ensures rapid resolution, maintains executive level communication, and contributes to continuous improvement of the global critical situations process.
This position requires excellence in communication, stakeholder management, and cross team coordination. Candidates must be citizens of the UK, USA, Canada, Australia, or New Zealand and must be based in the UK.
Key Responsibilities- Critical Situation Ownership: Lead and manage critical customer escalations, ensuring adherence to the critical situations process. Drive timely, accurate communication and provide clear incident ownership. Coordinate technical and non-technical teams to accelerate issue resolution.
- Visibility & Escalation Management: 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.
- Cross Group Communication & Leadership: Engage confidently with customer and partner stakeholders, including senior executives. Mentor internal support teams to ensure consistent, high quality execution of the critical situations process.
- Strong written and verbal communication skills.
- Demonstrated experience in a customer facing or escalation focused role.
- A background in incident management, customer success and/or service delivery.
- Strong problem solving, negotiation, and stakeholder management abilities.
- Ability to communicate assertively and effectively across all management levels.
- Proven experience 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 Microsoft technologies (deep technical expertise not required).
- Incident management
- Major incident
- Azure
- Windows
- Network
Critical Situation Manager in England employer: TEKsystems
Contact Detail:
TEKsystems Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Critical Situation Manager in England
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or other platforms. Let them know you're on the hunt for a Critical Situation Manager role. You never know who might have the inside scoop on an opportunity!
✨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 resources to boost your confidence.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Share specific examples of how you've managed critical situations in the past. This will demonstrate your ability to handle high-pressure scenarios effectively.
✨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 in England
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Critical Situation Manager role. Highlight your experience in incident management and customer escalations, as this will show us you understand what we're looking for.
Show Off Your Communication Skills: Since strong written communication is key for this role, ensure your application is clear and concise. Use professional language but let your personality shine through – we want to see who you are!
Highlight Relevant Experience: Don’t forget to mention any previous roles where you managed critical situations or escalations. We love seeing how you've tackled challenges in the past, so give us the details!
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’s super easy!
How to prepare for a job interview at TEKsystems
✨Know Your Critical Situations
Before the interview, brush up on your understanding of critical situation management. Be ready to discuss specific examples from your past experiences where you successfully managed escalations or incidents. This will show that you not only understand the role but have practical experience to back it up.
✨Master Your Communication Skills
Since this role requires excellent communication, practice articulating your thoughts clearly and confidently. Consider doing mock interviews with a friend or using video tools to record yourself. Pay attention to your tone and body language, as these are crucial when engaging with stakeholders.
✨Showcase Your Problem-Solving Abilities
Prepare to discuss how you've tackled complex issues in the past. Think of specific scenarios where you identified systemic problems and how you escalated them effectively. Highlight your negotiation skills and how you influenced cross-functional teams to achieve resolutions.
✨Research the Company and Its Technologies
Familiarise yourself with the company’s operations and the technologies they use, especially Microsoft products. This knowledge will help you connect your skills to their needs and demonstrate your genuine interest in the role. It also shows that you're proactive and well-prepared.
