Critical Situation Manager

Customer Success/Support Bangalore, KA


What makes us Qlik?


A Gartner® Magic Quadrant™ Leader for 13 years in a row, Qlik transforms complex data landscapes into actionable insights, driving strategic business outcomes. Serving over 40,000 global customers, our portfolio leverages pervasive data quality and advanced AI/ML capabilities that lead to better decisions, faster.


We excel in integration and governance solutions that work with diverse data sources, and our real-time analytics uncover hidden patterns, empowering teams to address complex challenges and seize new opportunities.



The Critical Situation Manager Role


Step into the pivotal position of Critical Situation Manager at Qlik's Global Support Organization. As the linchpin of communication with our customers, you'll orchestrate resolution efforts across internal teams, managing the entire lifecycle of critical issues related to Qlik products and services.


What makes this role interesting?


  • Be the Crisis Maestro: Take the lead in handling impactful customer problems, making informed and timely decisions to address crises and minimize potential damage.
  • Global Impact: As the Critical Situation Manager for APAC, your role extends across time zones, requiring flexibility during critical business hours. It's not just a job; it's an opportunity to be the go-to person in crisis situations.
  • Strategic Crisis Preparedness: Develop and maintain a comprehensive crisis management plan, conducting drills and simulations. Your foresight will contribute to a well-prepared and responsive workforce.


Here’s how you’ll be making an impact:


  • Coordination Excellence: Act as the central point of contact during crises, ensuring flawless execution of the escalation resolution process. Your efforts will directly impact internal/external customer satisfaction levels.
  • Communication Mastery: Develop and implement communication strategies to keep stakeholders informed, maintaining a positive image and transparent communication during crises.
  • Continuous Improvement: Conduct post-crisis analyses, identifying areas for improvement and updating crisis management plans. Your recommendations will enhance organizational resilience and risk mitigation.


We’re looking for a teammate with:


The Critical Situation Manager for APAC is required to handle all APAC related problems and manage the escalations. The primary working hours will be in IST timings, but the role requires flexibility from the candidate to be available during critical APAC business hours (AET/SGT/IST) for any crisis situations.


  • You have a bachelor’s degree in IT or equivalent.
  • Proven experience in crisis management or a related field.
  • Creative problem-solving, attention to detail, integrity and accountability skills are a prerequisite to be successful in this job.
  • Must be technically literate and articulate technical issues in a relevant way to both engineers and management. Technical knowledge of multi-tenant, cloud systems, and highly sophisticated infrastructure is highly desirable.
  • Desirable to have technical background with hands-on working knowledge in two or more areas such as cloud, ETL, Big data, Java, Liunx or Database. 
  • Influential teammate that builds working relationships across all organizations, including Qlik partners. Demonstrates developing and maintaining productive relationships across organizations to complete business objectives.
  • Well versed in the business of service delivery with experience developing and managing projects stakeholders, senior executives, and customers
  • Excellent project management skills, including the ability to influence teams to handle projects.
  • Strong business acumen with the ability to understand and translate customer’s needs.
  • Self-motivated with a curious mindset and a passion for improving the status quo constantly.
  • Above average ability to manage expectations, promote information sharing across diverse groups, and represent the customer in internal discussions
  • Strong team player with proven coaching and mentoring abilities


Having some technical competency in the above mentioned technologies will add value along with the business orientation to handle crisis situations.


The location for this role is:


Bangalore, India (Hybrid) - Office Location: JP Nagar, South Bangalore


Apply now and be a driving force in transforming the data landscape.


More about Qlik and who we are:


Find out more about life at Qlik on social: Instagram, LinkedIn, YouTube, and X/Twitter, and to see all other opportunities to join us and our values, check out our Careers Page.


What else do we offer?


  • Genuine career progression pathways and mentoring programs
  • Culture of innovation, technology, collaboration, and openness
  • Flexible, diverse, and international work environment


Giving back is a huge part of our culture. Alongside an extra “change the world” day plus another for personal development, we also highly encourage participation in our Corporate Responsibility Employee Programs


If you need assistance applying for a role due to a disability, please submit your request via [email protected]. Any information you provide will be treated according to Qlik’s Recruitment Privacy Notice. Qlik may only respond to emails related to accommodation requests.


Qlik is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Qlik via-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Qlik. No fee will be paid in the event the candidate is hired by Qlik as a result of the referral or through other means.