Senior Incident & Problem Manager

Job description

Bloomreach is building the world’s premier **agentic platform for personalization**.We’re revolutionizing how businesses connect with their customers, building and deploying AI agents to personalize the ***entire*** customer journey. - We're taking **autonomous search** mainstream, making product discovery more intuitive and conversational for customers, and more profitable for businesses. - We’re making **conversational shopping** a reality, connecting every shopper with tailored guidance and product expertise — available on demand, at every touchpoint in their journey. - We're designing the future of **autonomous marketing**, taking the work out of workflows, and reclaiming the creative, strategic, and customer-first work marketers were always meant to do. And we're building all of that on the intelligence of a single AI engine — **Loomi** — so that personalization isn't only autonomous…it's also consistent.From retail to financial services, hospitality to gaming, businesses use Bloomreach to drive higher growth and lasting loyalty. We power personalization for more than 1,400 global brands, including American Eagle, Sonepar, and Pandora. **About the role** Location: Czech Republic or Slovakia. Fully remote. Working hours centered on Central European Time (CET/CEST) Reports to: Director, Global Support Incident and problem management today is fragmented and owned part-time by people whose primary role is technical. We are hiring a dedicated Senior Incident & Problem Manager to own the discipline end to end: define how we respond, lead live incidents personally, and embed a single standard across Loomi. This role pairs process ownership with hands-on incident management. You lead the war room / bridge, drive restoration, and set the bar for how incidents are run. This is not administrative coordination: you are expected to become proficient in Loomi at both a functional and a technical level, so you can lead incidents with real product judgment. - This is a hands-on operational role and includes participation in a 24/7 on-call rotation. Availability outside standard hours is a core requirement, not an occasional exception. - Current emphasis is roughly 80% Incident Management and 20% Problem Management. Incident management needs consolidation and communication now. Problem management does not exist yet and starts with the basics. Early priorities: unify the incident process across both Loomi products, align Engineering, Customer Success, and Product around it, and stand up Problem Management from scratch (root cause analysis, known error database, and a path from recurring incidents to permanent fixes). Over time, you will act as the functional leader for two additional Incident & Problem Managers (no direct people management): setting direction, coaching on the craft, and raising the quality bar for the function. **Success in the first year** Establish a unified Incident Management function across the product, where teams understand the value it brings and know how to navigate the process. **What you'll do** - Own incident management end to end for Loomi (Marketing and Search), and personally lead live incidents as Incident Manager, including war-room / bridge leadership through to restoration. - Design and implement a single, unified incident process across both products. - Own incident communications in clear customer language: status page updates, customer-facing messages, and concise briefings for executives and internal stakeholders during critical incidents. - Run post-incident close-out: facilitate the review after major incidents, document what happened and what we learned, assign corrective actions with owners and timelines, and follow those actions through to closure. - Establish Problem Management from the ground up: root cause analysis, a known error database, and a path to prevent recurring incidents. - Partner with Engineering, Customer Success, and Product, and enable teams through clear training and materials so the process is understood, trusted, and used. - Build deep product proficiency in Loomi (Marketing and Search) at both a functional and a technical level: how the products work, how customers use them, and how the main components fit together. - Track and report on the metrics that matter (MTTR, repeat-incident rate, SLA compliance) and use them to drive continuous improvement. - Work day to day in Jira, Zendesk, and PagerDuty, and own the status page as the customer-facing source of truth during incidents. - Participate in a 24/7 on-call rotation. **What you'll need** **Must have** - 5+ years of experience in incident management, major incident coordination, technical operations, or a closely related SaaS operations role. - Willingness and availability to participate in a 24/7 on-call rotation. This is a core condition of the role. - Proven ability to lead war rooms / incident bridges under pressure: calm, structured, and decisive when severity is high. - Excellent customer-facing communication: translating technical disruption into clear customer language, including status page updates and stakeholder briefings. - Ability to deliver concise executive briefings during critical incidents (impact, risk, and recovery path). - High ownership and a hands-on approach: take an ambiguous mandate, run incidents yourself, make the process operational, and remain accountable for the outcome. - Excellent influencing skills, with the ability to align teams without formal authority. - Hands-on experience with ITSM / incident tooling (we use Jira, Zendesk, and PagerDuty). - Strong analytical skills, including leading root cause analysis and distinguishing symptoms from causes. - A track record of building or maturing a process, not only operating one. - Genuine commitment to becoming proficient in the product. This role requires a real working understanding of Loomi (Marketing and Search) at both a functional and a technical level. You will learn how the products work, how customers use them, and how the main components fit together, and keep that knowledge current. - Solid command of core IT and SaaS concepts (APIs, integrations, webhooks, data flows, logs, environments, service dependencies), enough to assess impact quickly and ask the right questions during an incident. - Fluency in English. **Nice to have** - ITIL or equivalent incident and problem management knowledge. - Experience establishing or reshaping a Problem Management practice. #LI-KP1 The pay range actually offered will take into account a variety of potential factors considered in compensation, including but not limited to skills, qualifications, geographic location, accomplishments, experience, credentials, internal equity and business needs, and may vary from the range listed above. Base Salary Range €36.500—€42.800 EUR ## More things you'll like about Bloomreach: ### **Culture:** - A great deal of freedom and trust. At Bloomreach we don’t clock in and out, and we have neither corporate rules nor long approval processes. This freedom goes hand in hand with responsibility. We are interested in results from day one. - We have defined our [5 values](https://www.bloomreach.com/en/careers?utm_source=Job-Description-Footer&utm_medium=Job-Description&utm_content=Hyperlink-1) and the 10 underlying key behaviors that we strongly believe in. We can only succeed if everyone lives these behaviors day to day. We've embedded them in our processes like recruitment, onboarding, feedback, personal development, performance review and internal communication. - We believe in flexible working hours to accommodate your working style. - We work virtual-first with several Bloomreach Hubs available across three continents. - We organize company events to experience the global spirit of the company and get excited about what's ahead. - We encourage and support our employees to engage in volunteering activities - every Bloomreacher can take 5 paid days off to volunteer\*. - The [Bloomreach Glassdoor page](https://www.glassdoor.com/Overview/Working-at-Bloomreach-EI_IE442167.11,21.htm) elaborates on our stellar 4.7/5 rating. The [Bloomreach Comparably page](https://www.comparably.com/companies/bloomreach) Culture score is even higher at 4.9/5 ### **Personal Development:** - We have a People Development Program - participating in personal development workshops on various topics run by experts from inside the company. We are continuously developing & updating competency maps for select functions. - Our resident communication coach [Ivo Večeřa](https://www.linkedin.com/in/ivo-ve%C4%8De%C5%99a-2a94291/) is available to help navigate work-related communications & decision-making challenges.\* - Our managers are strongly encouraged to participate in the Leader Development Program to develop in the areas we consider essential for any leader. The program includes regular comprehensive feedback, consultations with a coach and follow-up check-ins. - Bloomreachers utilize the $1,500 professional education budget on an annual basis to purchase education products (books, courses, certifications, etc.)\* ### **Well-being:** - The Employee Assistance Program -- with counselors -- is available for non-work-related challenges.\* - Subscription to Calm - sleep and meditation app.\* - We organize ‘DisConnect’ days where Bloomreachers globally enjoy one additional day off each quarter, allowing us to unwind together and focus on activities away from the screen with our loved ones. - We facilitate sports, yoga, and meditation opportunities for each other. - Extended parental leave up to 26 calendar weeks for Primary Caregivers.\* ### **Compensation:** - Restricted Stock Units or Stock Options are granted depending on a team member’s role, seniority, and location.\* - Everyone gets to participate in the company's success through the company performance bonus.\* - We offer an employee referral bonus of up to $3,000! - We reward & celebrate work anniversaries -- Bloomversaries!\* *(\*Subject to employment type. Interns are exempt from marked benefits, usually for the first 6 months.)* **Excited? Join us and transform the future of commerce experiences!** *If this position doesn't suit you, but you know someone who might be a great fit, share it - we will be very grateful!* --- *Any unsolicited resumes/candidate profiles submitted through our website or to personal email accounts of employees of Bloomreach are considered property of Bloomreach and are not subject to payment of agency fees.* #LI-Remote