Senior Incident & Problem Manager

About the role

Bloomreach is seeking a Senior Incident & Problem Manager to own end‑to‑end incident management for its Loomi platform (Marketing and Search). The role is fully remote within the Czech Republic or Slovakia, works on CET/CEST hours, and includes participation in a 24/7 on‑call rotation.

Key responsibilities

• Lead live incidents as Incident Manager, running war‑rooms/bridges through restoration.
• Design and implement a unified incident process across both Loomi products.
• Own incident communications: status page updates, customer‑facing messages, and executive briefings.
• Run post‑incident reviews, document learnings, assign corrective actions and ensure closure.
• Establish Problem Management from scratch, including root‑cause analysis, known error database and permanent fixes.
• Partner with Engineering, Customer Success and Product to train teams and embed the process.
• Track metrics such as MTTR, repeat‑incident rate and SLA compliance to drive continuous improvement.
• Work daily in Jira, Zendesk and PagerDuty, and maintain the status page as the customer‑facing source of truth.

Required profile

• 5+ years of experience in incident management, major incident coordination or technical operations in a SaaS environment.
• Willingness to participate in a 24/7 on‑call rotation.
• Proven ability to lead war‑rooms under pressure with clear, calm communication.
• Excellent customer‑facing communication skills in English.
• Strong influencing skills to align cross‑functional teams without formal authority.

Required skills

• Hands‑on experience with ITSM tools: Jira, Zendesk and PagerDuty.
• Incident and problem management methodologies (ITIL knowledge is a plus).
• Root‑cause analysis and creation of known error databases.
• Solid understanding of core SaaS concepts: APIs, integrations, webhooks, data flows, logs, environments and service dependencies.