Senior Incident & Problem Manager

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 …