Senior Incident & Problem Manager

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

📋 Description

• Take ownership of the entire incident management process for Loomi Marketing and Search.

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

• Create and establish a cohesive incident management process for both products.

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

• Lead post-incident reviews, document insights, assign corrective actions, and ensure they are tracked to completion.

• Develop a Problem Management framework from scratch, incorporating root cause analysis, a known error database, and strategies to prevent recurring incidents.

• Collaborate with Engineering, Customer Success, and Product teams.

• Provide training and resources to empower teams in utilizing the incident management process.

• Achieve deep functional and technical expertise in Loomi Marketing and Search.

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

• Utilize tools like Jira, Zendesk, and PagerDuty in daily operations.

• Manage the status page, serving as the authoritative customer-facing source during incidents.

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

• Over time, lead two additional Incident & Problem Managers in a functional capacity without direct people management responsibilities.

⛳️ Requirements

• A minimum of 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 capacity to lead war rooms or incident bridges under pressure.

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

• Ability to provide succinct executive briefings during high-stakes incidents.

• Strong sense of ownership and a proactive approach.

• Excellent influencing capabilities and the ability to align teams without having formal authority.

• Practical experience with ITSM and incident management tools, such as Jira, Zendesk, and PagerDuty.

• Strong analytical abilities, particularly in root cause analysis and differentiating between symptoms and underlying causes.

• Proven track record in developing or enhancing a process.

• Commitment to gaining 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

• Freedom and trust with no requirements for clocking in/out, corporate restrictions, or lengthy approval processes.

• Flexible working hours.

• A virtual-first work environment supported by Bloomreach Hubs spanning three continents.

• Company-sponsored events.

• Five paid days off for volunteering.

• People Development Program featuring personal development workshops.

• Communication coaching sessions.

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

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

• Employee Assistance Program providing access to counselors.

• Subscription to the Calm sleep and meditation app.

• An additional DisConnect day off each quarter.

• Opportunities for sports, yoga, and meditation activities.

• 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 bonuses.

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

• Rewards and celebrations for work anniversaries.