Senior Incident & Problem Manager

🔥 45 minutes ago

🌐 Czechia, Slovakia – Remote

🇨🇿 Czechia – Remote 🇸🇰 Slovakia – Remote

💵 Kč900k - Kč1.1M / year

⏰ Full Time

🟠 Senior

👔 Manager

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Bloomreach

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💼 Consulting

📣 Marketing

✈️ Travel

💰 $30M Debt Financing on 2022-10

Consulting • Marketing • Travel

Bloomreach is a leader in ecommerce personalization solutions, providing platforms that integrate real-time customer and product data via AI. The company offers marketing automation, product discovery, and a unified data platform specifically designed for commerce applications. This enables businesses to personalize marketing efforts across multiple channels such as email, SMS, and web, optimize ecommerce search and merchandising, and manage customer and product data for advanced analytics and omnichannel personalization. Bloomreach’s solutions cater to various industries including retail, travel, hospitality, and more, to enhance profitability and customer retention.

📋 Description

• Own incident management end to end for Loomi Marketing and Search • Personally lead live incidents as Incident Manager, including war-room / bridge leadership through restoration • Design and implement a unified incident process across both products • Own incident communications, including status page updates, customer-facing messages, and executive and internal stakeholder briefings • Facilitate post-incident reviews, document learnings, assign corrective actions, and track them to closure • Establish Problem Management from the ground up, including root cause analysis and a known error database • Partner with Engineering, Customer Success, and Product; provide training and materials • Build functional and technical product proficiency in Loomi • Track and report MTTR, repeat-incident rate, and SLA compliance metrics • Work in Jira, Zendesk, and PagerDuty; own the status page during incidents • Participate in a 24/7 on-call rotation • Act as functional leader for two additional Incident & Problem Managers without direct people management

🎯 Requirements

• 5+ years of experience in incident management, major incident coordination, technical operations, or a closely related SaaS operations role • Willingness and availability to participate in a 24/7 on-call rotation • Proven ability to lead war rooms / incident bridges under pressure • Excellent customer-facing communication, including status page updates and stakeholder briefings • Ability to deliver concise executive briefings during critical incidents • High ownership and a hands-on approach • Ability to align teams without formal authority • Hands-on experience with ITSM / incident tooling, including Jira, Zendesk, and PagerDuty • Strong analytical skills, including root cause analysis • Track record of building or maturing a process • Commitment to becoming proficient in Loomi at functional and technical levels • Solid command of core IT and SaaS concepts, including APIs, integrations, webhooks, data flows, logs, environments, and service dependencies • Fluency in English

🏖️ Benefits

• A great deal of freedom and trust; no clocking in and out, corporate rules, or long approval processes • Flexible working hours • Virtual-first work with Bloomreach Hubs across three continents • Company events • 5 paid days off to volunteer • People Development Program with personal development workshops • Communication coach support • Leader Development Program with feedback, coaching, and follow-up check-ins • $1,500 annual professional education budget for books, courses, certifications, etc. • Employee Assistance Program with counselors • Calm subscription • One additional DisConnect day off each quarter • Sports, yoga, and meditation opportunities • Extended parental leave up to 26 calendar weeks for Primary Caregivers • Restricted Stock Units or Stock Options, depending on role, seniority, and location • Company performance bonus • Employee referral bonus of up to $3,000 • Work anniversary rewards

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