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Salary: EUR 36,500 - 42,800 / annual
BloomReach is building an agentic platform for personalization, powering AI-driven customer experiences for 1,400+ global brands. This Senior Incident & Problem Manager role owns incident and problem management end-to-end for Loomi (the company's AI personalization engine), reporting to the Director of Global Support.
This is a hands-on operational role combining process ownership with direct incident leadership. You will personally lead live incidents as Incident Manager, run war rooms/bridges through to restoration, and set the standard for how incidents are managed across the organization. The role includes participation in a 24/7 on-call rotation—availability outside standard hours is a core requirement, not occasional.
Key responsibilities include: designing and implementing a unified incident process across both Loomi products (Marketing and Search); owning incident communications in clear customer language (status page updates, customer-facing messages, executive briefings); running post-incident reviews, documenting learnings, and tracking corrective actions to closure; establishing Problem Management from scratch (root cause analysis, known error database, prevention pathways); partnering with Engineering, Customer Success, and Product to align teams around the process; building deep product proficiency in Loomi at both functional and technical levels; tracking and reporting key metrics (MTTR, repeat-incident rate, SLA compliance); and working day-to-day in Jira, Zendesk, and PagerDuty.
Over time, you will act as the functional leader for two additional Incident & Problem Managers (no direct people management), setting direction, coaching on craft, and raising the quality bar for the function. Current emphasis is roughly 80% Incident Management and 20% Problem Management, with Problem Management starting from the ground up.
Success in the first year means establishing a unified Incident Management function across the product where teams understand its value and know how to navigate the process.
REQUIREMENTS:
Must Have:
- 5+ years of experience in incident management, major incident coordination, technical operations, or closely related SaaS operations role
- Willingness and availability to participate in 24/7 on-call rotation (core condition of 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, recovery path)
- High ownership and hands-on approach: take ambiguous mandate, run incidents yourself, make process operational, remain accountable for outcome
- Excellent influencing skills with ability to align teams without formal authority
- Hands-on experience with ITSM/incident tooling (Jira, Zendesk, PagerDuty)
- Strong analytical skills, including leading root cause analysis and distinguishing symptoms from causes
- Track record of building or maturing a process, not only operating one
- Genuine commitment to becoming proficient in the product: real working understanding of Loomi (Marketing and Search) at both functional and technical levels
- Solid command of core IT and SaaS concepts (APIs, integrations, webhooks, data flows, logs, environments, service dependencies)
- Fluency in English
Nice to Have:
- ITIL or equivalent incident and problem management knowledge
- Experience establishing or reshaping a Problem Management practice
