As a Critical Incident Manager, you assess, lead, and resolve potential and critical incidents in real time. Your primary objective is to restore services to the customer as quickly and efficiently as possible. To achieve this, you must be a strong and decisive leader, capable of guiding all stakeholders in the right direction under pressure.

You take ownership of the incident from the moment it is identified until resolution, ensuring clear communication, coordination, and escalation where needed. You remain calm and focused, even in high-stress situations, and are able to make informed decisions quickly.

In addition to managing live incidents, you proactively improve processes and ways of working to ensure the fastest and most efficient achievement of contracted service levels. You analyze trends, identify structural issues, and collaborate with teams across the organization to implement lasting improvements.