Critical Incident Manager

About Origina

Origina is a rapidly growing global challenger technology company on a mission to stop unnecessary technology change by helping enterprises to extend protect and enhance their software assets. We believe organisations should be free to run their systems for as long as they choose - without being pushed into costly unwanted upgrades that dont align with their strategy so we step in to provide an alternative from the original vendor.

Were scaling fast with a clear path to0.5 billionin the next five years and expanding our presence across Europe the US and Australia. As a leading force in independent enterprise software support we help the worlds largest organisations take back control of their technology roadmap and unlock genuine commercial freedom.

If youre energised by growth excited by change and motivated to help customers challenge long-standing industry norms this is the team to join. At Origina youll be part of a bold fast-moving global business where your impact will be felt immediately.

The Role

Origina is seeking an experienced Critical Incident Manager to lead the preparation for and execution of our response to major customer-facing incidents. This is a highly visible senior-facing role operating at the intersection of customers technology and service delivery.

You will be accountable for ensuring Origina is operationally ready to manage critical incidents across our global customer base while also acting as the calm authoritative leader during high-pressure situations such as major outages or service-impacting events. This includes direct engagement with senior customer stakeholders up to and including CIOs / CTOs at large global organisations.

The role reports directly to the Chief Customer Officer and works closely with Service Delivery and Technical Support teams globally.

What Youll Be Responsible For

Critical Incident Leadership

• 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.

Operational Readiness & Resilience

• Design implement and continuously improve Originas 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 Originas rapid growth and global customer footprint.
• Define and track key incident management metrics (e.g. MTTR communication effectiveness customer impact).

Customer & Stakeholder Engagement

• Build credibility and trust with senior customer stakeholders by demonstrating strong judgment composure and customer advocacy during critical situations.
• Serve as a senior escalation point for customers during major service-impacting events.
• Collaborate closely with Customer Success and Account teams to ensure customer expectations are managed appropriately before during and after incidents.

Cross-Functional Collaboration

• Work closely with Engineering Technical Support Service Delivery and Operations teams to ensure aligned incident response.
• Influence without authority across global matrixed teams to drive disciplined incident management practices.
• Partner with leadership to ensure incident learnings inform product service and operational improvements.

About you

• 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.

What we offer

• Competitive compensation that rewards achievement
• Hybrid flexible working model
• 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
• 1000 professional development benefit
• Flexibility of working remotely from anywhere for up to 4 weeks per year
• Adedicated 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

Dont worry if you dont meet ALL the requirements if you feel you would be a great fit for this role we would love to hear from you! At Origina the most important ingredient for us is our culture fit and recognising those that want to live our high-performance values of Fairness Trust Relationships and Opportunities.

Origina is an equal opportunity employer and were proud of our ongoing efforts to foster inclusion in the workplace. Individuals seeking employment at Origina are considered without regard to race colour religion national origin age sex gender gender identity gender expression sexual orientation marital status medical condition ancestry physical or mental disability military or veteran status or any other characteristic protected by applicable law.

By submitting your application you agree that Origina may collect your personal data for recruiting global organisation planning and related purposes. Originas Candidate Privacy Notice explains what personal information Origina may process where Origina may process your personal information its purposes for processing your personal information and the rights you can exercise over Originas use of your personal information.

Required Experience:

Manager