Critical Situation Manager

nShift Technologies Pvt. Ltd

London, United Kingdom
On-site
Lead critical situations
Drive continuous service improvement
Customer-impacting situation resolution
As a Critical Situation Manager, you will lead critical situations to a satisfactory resolution and ensure that post-escalation reviews drive continuous service improvement and prevent repeat issues

Job Summary

  • As a Critical Situation Manager, you will lead critical situations to a satisfactory resolution and ensure that post-escalation reviews drive continuous service improvement and prevent repeat issues.
  • You will work closely with Support, Product, Engineering, Customer Management, and Professional Services teams, as well as engage with the Sales organisation and customers as the voice of nShift during critical situations.
  • You are calm, structured, and confident in high-impact situations. You bring clarity where there is uncertainty and help teams focus on what matters most.

Matching Summary

As a Critical Situation Manager, you will lead critical situations to a satisfactory resolution and ensure that post-escalation reviews drive continuous service improvement and prevent repeat issues.

Skills & Requirements

Must-have

  • Lead critical situations
  • Drive continuous service improvement
  • Customer-impacting situation resolution
  • Cross-functional team alignment
  • Proactive customer communication

Nice-to-have

  • Calm and structured demeanor
  • Ownership of outcomes
  • Building alignment and momentum
  • Customer-focused approach
  • Passion for delivering excellent service

Key Requirements

  • 3+ years managing critical incidents
  • Experience in B2B SaaS
  • Strong stakeholder management skills
  • Operate effectively in high-pressure environments
  • English fluency required

Work Rights

Not specified

Tailored Resume

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