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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 end-to-end incident management for Loomi Marketing and Search.
  • Lead live incidents, war rooms, and bridges through service restoration.
  • Design and implement a unified incident process across both products.
  • Manage status-page updates, customer communications, executive briefings, and stakeholder messaging.
  • Facilitate post-incident reviews, assign corrective actions, and track them to completion.
  • 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.
  • Develop functional and technical proficiency in Loomi and its customer use cases.
  • Track MTTR, repeat-incident rate, and SLA compliance to drive improvement.
  • Use Jira, Zendesk, PagerDuty, and the status page in daily operations; participate in a 24/7 on-call rotation.ِ

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.
  • Demonstrated ability to lead high-severity war rooms calmly and decisively.
  • Excellent customer-facing communication and executive briefing skills.
  • Strong ownership, hands-on execution, and ability to build or mature operational processes.
  • Excellent influencing skills and ability to align teams without formal authority.
  • Hands-on experience with ITSM and incident tools, including Jira, Zendesk, and PagerDuty.
  • Strong analytical skills, including root cause analysis and distinguishing symptoms from causes.
  • Working knowledge of APIs, integrations, webhooks, data flows, logs, environments, and service dependencies.
  • Fluency in English; ITIL knowledge and experience establishing Problem Management are preferred.

Benefits

  • Base salary range of 900,000–1,050,000 CZK.
  • Fully remote, virtual-first work with flexible working hours and access to global hubs.
  • Restricted Stock Units or stock options, depending on role, seniority, and location.
  • Company performance bonus and employee referral bonus of up to $3,000.
  • $1,500 annual 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 days annually for volunteering.

Interested in this position?

Apply directly on the company website

Apply Now

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