Critical Accounts Manager

Own and manage P0/P1 critical incidents from triage through resolution, ensuring swift recovery and service continuity.

Coordinate cross-functional teams and resources during high-impact incidents, managing dependencies effectively.

Lead major incident reviews, perform root cause analyses, and communicate complex technical issues in a clear, business-friendly manner to customers and executives.

Minimum 3 years experience in Major Incident, Critical Incident, Escalation Management, or Technical Support within enterprise technology.

Ability to work a 4x10 schedule including evenings, early mornings, and/or weekends.

Experience managing multiple incidents and collaborating across teams under high-pressure conditions.

Strong communication and stakeholder management skills.

Experience operating within enterprise technology environments managing high-priority incidents with multi-team coordination.

Familiarity with ITIL, Incident Management, Problem Management frameworks, and cloud technologies is preferred.

Comfortable engaging with senior and executive stakeholders and driving continuous service improvement initiatives.