Critical Incident Manager

5 days ago


Auckland, Auckland, New Zealand Tangram Full time

Tangram seeks an experienced and highly skilled Critical Incident Manager to oversee the management of critical incidents and ensure seamless responses to security alerts.

This role requires strong analytical and problem-solving skills, with the ability to think critically and make sound decisions under pressure. As part of our dedicated Operations team, you will be responsible for maintaining accurate records, investigating incidents, and ensuring compliance with data protection policies.

About the Role:

  • Responding to critical security incidents with urgency and precision, prioritizing timely and effective actions;
  • Collaborating with internal teams to ensure smooth incident response processes;
  • Conducting thorough investigations into delays or service failures, and reporting findings to relevant stakeholders;
  • Maintaining strict confidentiality and adhering to data protection policies during client interactions;
  • Communicating effectively with clients and internal teams regarding incident updates and resolutions.

About You:

  • A minimum of 12 months' experience in a customer service, monitoring, or dispatch centre environment;
  • Excellent written and verbal communication skills, with proficiency in English;
  • Proven ability to work with CRM systems, phone systems, and monitoring interfaces;
  • Professional phone manner and strong interpersonal skills;
  • Strong analytical skills and attention to detail, with ability to manage confidential information discreetly;
  • Capacity to work well under pressure and prioritize multiple tasks simultaneously.

We Offer:

  • A competitive remuneration package;
  • A dynamic and supportive work environment;
  • Ongoing training and development opportunities;
  • Full access to EAP services, including confidential counselling and financial budgeting support.


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