Critical Incident Manager
Origin
full-time
Posted on:
Location Type: Hybrid
Location: Sandyford • 🇮🇪 Ireland
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
Swift
About the role
- Own and lead the end-to-end management of Major / Critical Incidents impacting customers, ensuring swift coordination, clear decision-making, and effective resolution.
- Act as the single point of command during major incidents, chairing incident calls and ensuring the right technical and service resources are engaged.
- Provide confident, professional, and transparent communication to senior customer stakeholders during high-impact incidents.
- Ensure accurate, timely, and audience-appropriate updates are delivered to customers, internal leadership, and executive stakeholders.
- Drive post-incident reviews, ensuring root cause analysis, lessons learned, and corrective actions are clearly documented and owned.
- Design, implement, and continuously improve Origina’s Critical Incident Management framework, processes, and playbooks.
- Lead operational readiness initiatives including incident simulations, tabletop exercises, and scenario planning with technical and service teams.
- Partner with Engineering, Service Delivery, and Customer teams to identify operational risks and resilience gaps before incidents occur.
- Ensure incident management processes scale effectively with Origina’s rapid growth and global customer footprint.
- Define and track key incident management metrics (e.g. MTTR, communication effectiveness, customer impact).
Requirements
- Proven experience in a Critical Incident Manager, Major Incident Manager, Service Operations, or similar role within a complex technology or enterprise services environment.
- Direct experience managing high-severity incidents for large enterprise or Fortune 500 customers.
- Strong background in operational readiness, resilience planning, or service continuity.
- Experience working in global, 24/7, customer-facing support or service organisations.
- Exceptional communication and stakeholder management skills, with the ability to engage confidently with C-level and senior IT leaders.
- Calm, decisive, and authoritative under pressure, with strong situational awareness.
- Excellent facilitation skills, able to lead cross-functional teams during crisis situations.
- Strong understanding of enterprise technology environments and service delivery models (deep technical expertise not required, but technical fluency is essential).
- Highly organised, process-driven, and detail-oriented, with the ability to balance structure and pragmatism.
- Customer-centric mindset with a strong sense of ownership and accountability.
Benefits
- Family Health, Dental & Vision Insurance from day 1
- Life insurance & Income Protection
- 23 days Annual Leave plus 2 company days with additional days earned based on your tenure
- Generous Maternity & Paternity leave policies
- 6% Pension match
- €200 annual wellness benefits
- €1,000 professional development benefit
- Flexibility of working remotely from anywhere for up to 4 weeks per year
- A dedicated Volunteer Day to give back to your community and support meaningful causes
- Employee Assistance Programme
- An inclusive environment with regular events organised by Engagement, and Diversity Committees
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Critical Incident ManagementMajor Incident ManagementService OperationsOperational ReadinessResilience PlanningService ContinuityIncident Management ProcessesRoot Cause AnalysisIncident MetricsCrisis Management
Soft skills
CommunicationStakeholder ManagementDecisivenessSituational AwarenessFacilitationOrganizational SkillsDetail OrientationCustomer-Centric MindsetOwnershipAccountability