Senior Incident & Problem Manager
New
B
BloomreachSaaS operations
Location: Czech Republic or Slovakia. Fully remote., Working hours centered on Central European Time (CET/CEST)Full-TimeSenior
Salary900,000 - 1,050,000 CZK per year
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Job Details
- Languages
- Fluency in English.
- Experience
- 5+ years of experience in incident management, major incident coordination, technical operations, or a closely related SaaS operations role.
- Required Skills
- JiraRESTful APIsZendesk
Requirements
- Have 5+ years of experience in incident management, major incident coordination, technical operations, or a closely related SaaS operations role.
- Be available to participate in a 24/7 on-call rotation.
- Demonstrate the ability to lead war rooms or incident bridges under pressure.
- Communicate technical disruptions clearly to customers and provide concise executive briefings.
- Bring a hands-on, high-ownership approach to running incidents and operationalizing processes.
- Influence and align teams without formal authority.
- Have hands-on experience with ITSM and incident tools, including Jira, Zendesk, and PagerDuty.
- Demonstrate strong analytical skills, including leading root cause analysis and distinguishing symptoms from causes.
- Have experience building or maturing a process.
- Be willing to develop and maintain functional and technical proficiency in Loomi Marketing and Search.
- Have a solid command of core IT and SaaS concepts, including APIs, integrations, webhooks, data flows, logs, environments, and service dependencies.
- Be fluent in English.
- ITIL or equivalent incident and problem management knowledge is a plus.
- Experience establishing or reshaping a Problem Management practice is a plus.
Responsibilities
- Own incident management end to end for Loomi Marketing and Search, and lead live incidents through restoration.
- Design and implement a unified incident process across both products.
- Provide customer-facing status updates and briefings for executives and internal stakeholders during critical incidents.
- Facilitate post-incident reviews, document findings, assign corrective actions, and follow them through to closure.
- Establish Problem Management, including root cause analysis, a known error database, and prevention of recurring incidents.
- Partner with Engineering, Customer Success, and Product, and provide training and materials to enable teams to use the process.
- Build and maintain functional and technical proficiency in Loomi Marketing and Search.
- Track MTTR, repeat-incident rate, and SLA compliance, and use metrics to drive continuous improvement.
- Work with Jira, Zendesk, and PagerDuty, and own the customer-facing status page during incidents.
- Participate in a 24/7 on-call rotation.
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