Job Requirements
We are looking for an experienced Situation Management Senior Manager to own critical customer situations end-to-end. This role is the single point of accountability for complex customer issues, partnering with customers, executives, Product, Engineering, Support, QA, Delivery, and Solution Architecture to accelerate resolution, protect strategic accounts, restore customer confidence, and drive long-term prevention.
What You’ll Do:
• Own critical incidents and customer recovery end-to-end, from severity assessment through resolution and closure.
• Drive executive communication — one consolidated, accurate story for customers and executives.
• Define and manage the situation: severity, action plan, timeline, owners, risks, dependencies, and closure decision.
• Lead Sev1/Sev2 war rooms and mobilize any required specialist without prior approval to accelerate resolution.
• Protect strategic accounts by accelerating issue resolution, managing business risk, and maintaining customer confidence.
• Lead de-escalation, managing customer emotion, expectations,



communication, and trust repair.
• Ensure accountability across teams, including senior engineers and executives, and drive committed actions to completion.
• Facilitate decisions and break organizational deadlocks when teams cannot reach agreement.
• Drive root-cause analysis tracking, blameless post-mortems, corrective/preventive actions, and recurrence tracking.
• Identify systemic issues and ensure root causes result in sustainable fixes rather than temporary resolution.
• Improve the escalation process through severity criteria, runbooks, training, governance, and operational metrics.
• Track key metrics including resolution timelines, customer impact, recurrence, preventive-action completion, and customer sentiment.
• Provide technical and consultative guidance on complex SaaS, APIs, integrations, SSO, SFTP, data flows, and enterprise solutions.
• Partner with Product, Engineering, Support, QA, D

📌 Situation Management Senior Manager (Hyderabad)
🏢 Phenom People
📍 Hyderabad