Incident Manager - Customer operations

🕒 il y a 2 mois

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efficy

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501 - 1000 employés

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Description

• Own production incidents from qualification to closure, coordinating all involved teams • Be the main point of contact for external clients during active incidents, keeping them informed at every step • Deliver structured post-incident reports and follow-up communications to external clients • Ensure every incident has a visible owner and clear progress at all times • Participate in steering committees and crisis meetings as needed • Track incident KPIs including MTTR, SLA compliance, and escalation rates • Monitor ticket progress across teams and escalate blockers when needed

🎯 Exigences

• At least 5 years of experience in technical customer support or incident management in a B2B SaaS or enterprise software environment • Customer-facing mindset: you're comfortable communicating with clients under pressure and know how to keep them confident • Strong coordinator, able to align multiple internal teams quickly and clearly • Rigorous and closure-oriented: open issues get resolved, not left open • Solid technical understanding, able to engage meaningfully with R&D and Cloud teams without being an engineer • Quick to get up to speed on product behaviour and business logic • Fluent in French and English, written and spoken

🏖️ Avantages

• International team • Hybrid working • Learning & career growth • Competitive salary with bonus system • Modern offices in 11 European locations • Fun team events & continuous learning