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Crisis Manager
4 months ago
Job Description
LOCATION : Must reside in London, Munich, or ViennanWORK TYPE : Hybrid remote
and
onsite
The role of the
Crisis Manager
is to protect and enhance the reputation of the organization by effectively managing issues and crises that may arise. This role reports to the director of Enterprise Risk Management and tackles issues globally as they emerge. The Crisis Manager plays a critical role in formulating proactive strategies, managing external perceptions, and coordinating crisis communication activities. The Crisis Manager will be the central point of contact during critical situations, including but not limited to technology, financial, security, privacy, and people, to ensure swift and effective response, addressing people safety issues, minimizing addressing service downtime, and restoring normal operations in alignment with predefined service level agreements (SLAs).nThe role requires strong multitasking ability, highly developed communication skills, and the ability to take control of a situation, including conversations with senior leaders.
Duties :nCrisis Management : Collaborate with internal stakeholders to develop and coordinate actions and communications, particularly during sensitive or crisis situations. This involves creating crisis communication plans with the Comms Team and ensuring relevant stakeholders are involved in mitigation plans.
Plan:
Implement proactive strategies to promptly identify/address potential risks or threats to the organization.
Communication:
Serve as the primary point of contact and spokesperson during crises, delivering accurate and timely information to internal stakeholders.
Coordination:
Coordinate cross-functional teams, including technical experts, support functions, and business units, to investigate, diagnose, resolve major incidents efficiently, and ensure regulatory requirements are considered.
Root Cause Analysis:
Facilitate post-incident reviews and root cause analysis (RCA) sessions to identify the underlying causes of crises and issues and implement preventive measures to avoid recurrence. Drive continuous improvement through post-incident review reports.
Documentation and reporting:
Maintain accurate records of crises and major incidents, including incident details, actions taken, resolutions, and post-incident analysis findings, adhering to regulatory and compliance requirements. Monitor key performance indicators (KPIs) and metrics related to incident management, identifying trends and areas for improvement to enhance operational resilience and service availability. Ensure consistent reporting on crises and issues for executive consumption, auditing needs, and identify trends related to occurrences. Create reports and present data to drive understanding and improvement.
Training and mentoring:
Provide guidance, training, and mentoring to incident response teams to ensure readiness and proficiency in handling major incidents effectively. Assist in the development and execution of crisis and issues management exercises of varying complexity and scale across the organization. Facilitate the preparation of working groups and senior level preparatory materials for a complex table-top exercise. Create training materials for crisis and incident response team members and general employee awareness.
Required Skills/Abilities and Knowledgen5 years of crisis management experience
Major Incident Management tool experience, preferably with ServiceNow, a plus
Familiarity with incident management metrics such as MTTR/MTTD, root cause analysis, and severity levels preferred.
Professional experience with ITSM/ITIL best practices, certification is a plus.
Experience working effectively in a highly dynamic and complex environment
Strong command of the English language, verbal and written.
Ability to be on call and work traditional and non-traditional work hours as determined by an event or circumstances
Ability to interact and communicate effectively with both technical and non-technical employees, and all levels of management
Ability to prioritize and organize effectively and manage multiple projects and assignments
Ability to work independently with minimal instructions
Ability to command a situation. This role requires that someone be comfortable taking control of a conversation (which may include senior leaders) and refocusing it if necessary.
Proven track record in managing escalations with defined operational procedures.
Additional Information
Sportradaris an Equal Opportunity Employer. We are committed to encourage diversity within our teams. All qualified applicants will receive consideration without regard to among other things, your background,status,or personal preferences
