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Senior Incident & Problem Manager

6 days, 3 hours ago
Slovakia, Czech Republic
Full-time
Senior
Operations Manager
Customer and Technical Support
JIRA PagerDuty
Apply Now
Bloomreach

Bloomreach

Bloomreach provides an AI-powered cloud marketing platform that delivers real-time personalization by analyzing big data to enhance customer experiences and drive revenue growth across various industries.

Internet Software & Services
251-1K
Founded 2009
$452M raised
View All Jobs 11

Description

  • Own incident management end to end and personally lead war rooms through service restoration.
  • Design and implement a unified incident process across Loomi Marketing and Search.
  • Provide customer-facing status updates and concise executive and stakeholder briefings during critical incidents.
  • Facilitate post-incident reviews, document lessons learned, assign corrective actions, and track them 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 to train teams and embed the process.
  • Build functional and technical proficiency in Loomi and its underlying components.
  • Track MTTR, repeat-incident rate, SLA compliance, and other metrics to drive improvement.
  • Work with Jira, Zendesk, PagerDuty, and the status page.
  • Participate in a 24/7 on-call rotation and provide functional leadership to future Incident & Problem Managers.

Requirements

  • 5+ years of experience in incident management, major incident coordination, technical operations, or SaaS operations.
  • Availability and willingness to participate in a 24/7 on-call rotation.
  • Proven ability to lead high-severity war rooms calmly, decisively, and systematically.
  • Excellent customer-facing communication and executive briefing skills.
  • Strong ownership, hands-on execution, and ability to build or mature operational processes.
  • Ability to influence and align teams without formal authority.
  • Hands-on experience with Jira, Zendesk, PagerDuty, or comparable ITSM tools.
  • Strong analytical skills, including root cause analysis and distinguishing symptoms from causes.
  • Understanding of APIs, integrations, webhooks, data flows, logs, environments, and service dependencies.
  • Willingness to develop and maintain functional and technical expertise in Loomi.
  • Fluency in English.
  • ITIL or equivalent knowledge and experience establishing Problem Management are preferred.

Benefits

  • Base salary range of €36,500–€42,800 EUR.
  • Fully remote work from the Czech Republic or Slovakia with flexible working hours.
  • Stock options or restricted stock units and a company performance bonus, depending on eligibility.
  • Annual $1,500 professional education budget.
  • Employee Assistance Program, Calm subscription, and sports, yoga, and meditation opportunities.
  • Quarterly additional DisConnect days and extended parental leave of up to 26 weeks for primary caregivers.
  • Five paid volunteering days annually and company-wide events.

Interested in this position?

Apply directly on the company website

Apply Now

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