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 don’t align with their strategy, so we step in to provide an alternative from the original vendor.

We’re scaling fast, with a clear path to €0.5 billion in 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 world’s largest organisations take back control of their technology roadmap and unlock genuine commercial freedom.

If you’re energised by growth, excited by change, and motivated to help customers challenge long-standing industry norms, this is the team to join. At Origina, you’ll 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 You'll 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 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).

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
• €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

Don't worry if you don't 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 we’re 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. Origina's 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 Origina’s use of your personal information.