Critical Incident Manager
Origin
full-time
Posted on:
Location Type: Hybrid
Location: Sandyford • Ireland
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Tech Stack
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 & Tools
Critical Incident ManagementMajor Incident ManagementService OperationsOperational ReadinessResilience PlanningService ContinuityIncident Management ProcessesRoot Cause AnalysisIncident MetricsCrisis Management
Soft Skills
CommunicationStakeholder ManagementDecisivenessSituational AwarenessFacilitationOrganizational SkillsDetail OrientationCustomer-Centric MindsetOwnershipAccountability