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Job Description
The role involves leading critical incident escalations within the Technical Services organization, providing decisive leadership during high-pressure technical crises, coordinating cross-functional teams, and ensuring effective communication and resolution to maintain customer trust and operational excellence.
Key Responsibilities
- Own and lead critical incident escalations, serving as the primary authority and point of contact for technical crises in the EMEA region.
- Lead technical bridge calls during critical incidents, coordinating resources and driving resolution with urgency and accountability.
- Engage and activate appropriate technical and leadership resources based on the severity and impact of incidents.
- Communicate incident status and resolution strategies clearly to all stakeholders, including executive summaries and external messaging.
- Act as a strategic partner to account teams during high-impact incidents to ensure technical solutions align with customer business objectives.
- Represent the organization during critical customer moments, demonstrating leadership and managing customer sentiment.
- Coordinate seamless incident handoffs across global regions to maintain continuous customer confidence and operational momentum.
- Assemble and align cross-functional teams to develop and execute resolution strategies during critical incidents.
- Analyze high-severity incidents to identify root causes, governance gaps, and process improvements to prevent recurrence.
- Enhance organizational readiness by identifying gaps and driving continuous improvements in escalation processes and operational maturity.
Requirements
- Extensive experience in Critical Incident Management, Technical Support Leadership, or Escalation Management, preferably within the enterprise storage, SaaS, virtualization, or cloud infrastructure industry.
- A proactive desire to jump into chaotic, high-pressure situations and create order, demonstrating a Run to the Fire Mindset.
- High Emotional Intelligence (EQ) to manage angry customers, stressed engineers, and demanding executives simultaneously under pressure.
- Systematic ability to extract root causes, governance gaps, and behavioral breakdowns from high-severity engagements and convert them into repeatable workflows, risk mitigation actions, and cross-functional process improvements that prevent recurrence.
- Proactive identification of early political, technical, and operational risk signals, with the ability to strengthen communication standards and ownership clarity, leading to a measurable reduction in preventable escalations and increased executive confidence.
- Possession of technical fluency to assess and validate proposed recovery strategies across enterprise storage, networking, virtualization, and cloud architectures, ensuring alignment between technical remediation and business objectives.
- Proven ability to command a room of senior leaders internal and external and deliver difficult messages with professional confidence and clarity, demonstrating executive presence.
- Exceptional communication skills, including experience writing high-quality Incident Reports (IRs) and Root Cause Analyses (RCAs) for executive audiences.
- Operational proficiency with ServiceNow, JIRA, and Salesforce to track incidents and drive accountability.
- Willingness and ability to travel periodically throughout the region to support customers on-site during critical situations.
- Flexibility to work outside standard business hours when active crises demand.
- Proven ability to establish, strengthen, and leverage senior-level internal partnerships to drive accountability, decision-making, and execution velocity during escalations.
- Demonstrated high-severity operational management skills, effectively managing multiple concurrent critical incidents with real-time status visibility, risk tracking, and forward recovery planning.
- Exhibiting a disciplined growth mindset with a focus on continuous improvement of escalation processes and operational maturity.
- Willingness to work primarily from the Dublin office in compliance with company policies, unless on PTO, work travel, or other approved leave.
Benefits & Perks
In-office environment in Dublin with flexibility for travel and outside business hours
Flexible time off and wellness resources
Company-sponsored team events
Support for growth and development
Inclusive and diverse workplace culture
Ready to Apply?
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