Position: Critical Situation Manager

Details:
This is a people facing role negotiating with customers and liaison with internal management team. Able to communicate and come up with a plan of action to get everyone on the same page, write well, explain root cause & possible solutions, write & edit documents, summarize plan of action, handle hi visibility situations, both external customers & internal management team including the CEO.

Listen to customer let them vent their problems; be the go to person, you will get all resources to solve the problems, assess customer situation to conduct  business & urgency, then align internal resources to handle the problem, issues can range from data integrity to back up and recovery and more. You must be comfortable talking to execs.
Past experience could be from IT Infrastructure handling SLA’s or managing IT issues.
Also help manage level III escalations help with non tech issues

Summary:
The successful candidate will be a part of our Quick Response Team (QRT), working cross-functionally across all business units to manage Critical Situations -high-visibility incidents which have major impact to customer’s ability to conduct business.
Manage all remediation actions while providing regular and consistent communications among all parties involved.

- Respond to field support escalations and facilitate their resolution
- Provide initial assessment of the situation - impact to customer business (severity), problem definition, urgency of resolution
- Work closely with all levels of Support Organization, Engineering, Field Teams, customer during CritSits

Skills:
- Must have passion for enhancing customer experiences
- Exceptional interpersonal, oral, and written communication skills
- Must be able to communicate in a positive, assertive, and effective manner across all level, up to the executive level.
- Ability to maintain composure, transparency, and positive attitude under pressure
- Excellent project management action-oriented skills

More often than not, a CritSit experience results in better customer relationship and future business and you are in the center of it!
Has a proven track record of managing critical situations. At least one of the following with direct customer experience:
Managed tech / product support for at least 5 years (not field support or “smart hands/rack and stack”)
Previously worked in a capacity of IT Manager / Director within last 5 years, where the candidate was responsible for committed service levels (e.g., responsible for uptime or meeting a certain operational performance goal)

Contact:
Please send your resume and a brief outline describing how your
background/experience would be a fit.
Email: reza AT atcsearch DOT com
Reza Vakili
Sr.Partner
(650)222-5368- Cell
(650)692-2485 X-205
reza AT atcsearch DOT com
Www.atcsearch.com
www.linkedin.com/in/atcsearch