Critical Situation Manager

Job Title: Critical Situation Manager18 month contract Fully remoteInside IR35 - 47.5k Salary EquivalentJob DescriptionJoin 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.ResponsibilitiesLead 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 SkillsStrong written and verbal communication skills.Customer-facing or escalation-focused role.Incident management, customer success, or service delivery.Strong ..... full job details .....