Senior Incident & Problem Manager

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.

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