Senior Incident & Problem Manager

This is a fully remote position, open to applicants in Czechia, +1 more country.

📋 Description

• Take full ownership of incident management from start to finish for Loomi Marketing and Search.

• Act as the Incident Manager during live incidents, leading the war-room or bridge until restoration is achieved.

• Develop and execute a cohesive incident management process across both products.

• Manage incident communications, which include updates on the status page, messages for customers, and briefings for executives and internal stakeholders.

• Conduct post-incident reviews, document insights, assign corrective measures, and ensure their completion.

• Build a Problem Management framework from the ground up, focusing on root cause analysis and maintaining a known error database.

• Collaborate with Engineering, Customer Success, and Product teams; create and provide training materials.

• Develop both functional and technical expertise in Loomi.

• Monitor and report on MTTR, repeat-incident rates, and SLA compliance metrics.

• Utilize Jira, Zendesk, and PagerDuty, and manage the status page during incidents.

• Participate in a 24/7 on-call rotation.

• Serve as a functional leader for two additional Incident & Problem Managers without direct authority.

⛳️ Requirements

• Over 5 years of experience in incident management, major incident coordination, technical operations, or a related SaaS operations role.

• Availability and willingness to engage in a 24/7 on-call rotation.

• Demonstrated ability to lead war rooms or incident bridges in high-pressure situations.

• Exceptional communication skills for customer interactions, including status page updates and stakeholder briefings.

• Capability to deliver clear executive briefings during critical incidents.

• Strong sense of ownership and a proactive approach.

• Ability to align teams without formal authority.

• Practical experience with ITSM/incident management tools, particularly Jira, Zendesk, and PagerDuty.

• Strong analytical capabilities, particularly in root cause analysis.

• Proven history of developing or enhancing processes.

• Commitment to achieving proficiency in Loomi at both functional and technical levels.

• Solid understanding of core IT and SaaS principles, including APIs, integrations, webhooks, data flows, logs, environments, and service dependencies.

• Proficiency in English.

🏝️ Benefits

• A significant degree of freedom and trust; no time tracking, corporate regulations, or lengthy approval processes.

• Flexible working hours.

• Virtual-first workplace with Bloomreach Hubs located across three continents.

• Company-sponsored events.

• Five paid days off for volunteering.

• People Development Program featuring personal development workshops.

• Access to communication coaching support.

• Leader Development Program that includes feedback, coaching, and follow-up check-ins.

• An annual budget of $1,500 for professional education, including books, courses, and certifications.

• Employee Assistance Program with counseling services.

• Subscription to Calm for mental wellness.

• One additional DisConnect day off each quarter.

• Opportunities for sports, yoga, and meditation.

• Extended parental leave of up to 26 calendar weeks for Primary Caregivers.

• Options for Restricted Stock Units or Stock Options, based on role, seniority, and location.

• Company performance bonus.

• Employee referral bonus of up to $3,000.

• Rewards for work anniversaries.