Critical Situation Manager

**Critical Situation Manager** **Location**: Fully remote **Pay**: $20\-30/hr. **Type**: 1\-year contract **Working Hours:** This position requires the flexibility to work across various shifts, including nights, weekends, and holidays, to support our global operations and customer base. **Description:** We are hiring a Critical Situation Manager to lead SEVA incident coordination, vendor escalations, and high\-severity response with engineering, support, and product teams. You will prioritize multiple critical incidents, act as the customer advocate with clear status updates, and document actions for post\-incident reviews in a 24/7 environment that includes nights, weekends, and holidays. Ideal candidates have 3\+ years of incident management experience, strong communication skills, and proficiency with Teams, Slack, and Microsoft Office; ITIL certification is a plus. **Key Responsibilities:** * Incident Coordination: Oversee and manage all SEVA cases, ensuring swift identification and escalation of critical issues to the appropriate vendors and internal teams. * Vendor Escalation Management: Serve as the main point of contact for all vendor escalations, facilitating communication and resolution efforts. * Cross\-Department Collaboration: Work closely with engineering, support, product teams, and other departments to ensure timely and effective resolution of critical issues. * Communication \& Documentation: Maintain clear and concise communication both verbally and in writing. Ensure that all relevant parties are kept informed throughout the duration of the incident. Accurately document all actions taken during an incident for post\-incident reviews and continuous improvement. * Multitasking \& Prioritization: Handle multiple critical incidents simultaneously, ensuring each one is properly prioritized and addressed according to severity and business impact. * Customer Focus: Act as the customer advocate, ensuring customer satisfaction by driving timely and effective solutions while keeping clients updated on incident status and resolution progress. * Incident Review \& Reporting: Participate in post\-incident reviews to analyze what went well and identify areas for improvement. Provide detailed reports on incident resolution, including lessons learned and corrective actions taken. **Qualifications \& Skills:** * Experience: 3\+ years in a similar Critical Situation Management or Incident Management role, preferably in an advanced engineering, IT, or software environment. Experience with vendor management and escalations is highly desirable. * Strong Communication Skills: Excellent verbal and written communication skills. Ability to communicate complex technical issues to both technical and non\-technical stakeholders. * Multitasking \& Time Management: Proven ability to handle multiple high\-pressure situations simultaneously and manage competing priorities effectively. * Cross\-Functional Collaboration: Experience working across departments to align on issue resolution and drive fast, effective outcomes. * Attention to Detail: High attention to detail, especially in documentation, note\-taking, and tracking incident progress. * Problem\-Solving: Strong analytical and problem\-solving abilities, with the capacity to quickly identify the root cause and execute appropriate actions. * Adaptability: Ability to thrive in a fast\-paced, 24/7 operational environment. Comfortable working in varying shifts, including nights, weekends, and holidays. * Tools: Familiarity with incident management and communication tools (Microsoft Teams, Slack) and proficiency in Microsoft Office Suite (Word, Excel, PowerPoint). * Certifications: ITIL certification or other relevant certifications in incident management, crisis management, or similar fields is a plus. **Working Hours:** This position requires the flexibility to work across various shifts, including nights, weekends, and holidays, to support our global operations and customer base. Pay: $20\.00 \- $30\.00 per hour Expected hours: 40\.0 – 45\.0 per week Experience: * Incident management: 1 year (Preferred) Shift availability: * Day Shift (Preferred) * Night Shift (Preferred) * Overnight Shift (Preferred) Work Location: Remote