Incident Manager

🕒 il y a 2 mois

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501 - 1000 employés

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Description

• Own production incidents from qualification to closure, coordinating all involved teams • Act as the central point of contact between Support, PS, R&D, and Cloud on active incidents • Ensure every incident has a visible owner and clear progress at all times • Provide structured, timely updates to customers throughout incidents, including post-incident reports • 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 to the Support manager

🎯 Exigences

• At least 5 years of experience in technical support or incident management in a B2B SaaS or enterprise software environment • Comfortable coordinating across multiple teams and communicating with customers under pressure • 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 both French and English, written and spoken

🏖️ Avantages

• Central, high-visibility role at the heart of our Support, R&D, and Cloud operations • Direct impact on customer satisfaction and service quality • Career growth opportunities and internal mobility • Modern offices in 11 European locations • Fun team events & continuous learning • Competitive salary with bonus system • Hybrid working policy