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Salary: CZK 900,000 - 1,050,000 / annual
BloomReach is hiring a Senior Incident & Problem Manager to own incident and problem management end-to-end for Loomi, their agentic AI platform for personalization. This is a hands-on operational role reporting to the Director of Global Support, combining process ownership with direct incident leadership.
You will lead war rooms and incident bridges personally, driving restoration and setting the standard for how incidents are run. The role requires deep product proficiency in Loomi (Marketing and Search) at both functional and technical levels—you'll learn how the products work, how customers use them, and how components fit together.
Current emphasis is roughly 80% Incident Management and 20% Problem Management. Early priorities include unifying the incident process across both Loomi products, aligning Engineering, Customer Success, and Product around it, and establishing Problem Management from scratch (root cause analysis, known error database, path from recurring incidents to permanent fixes). Over time, you will mentor two additional Incident & Problem Managers (no direct people management), setting direction and raising the quality bar for the function.
Key responsibilities:
- Own incident management end-to-end for Loomi; personally lead live incidents as Incident Manager
- Design and implement a unified incident process across both products
- Own incident communications: status page updates, customer-facing messages, executive briefings
- Run post-incident close-out: facilitate reviews, document learnings, assign corrective actions, follow through to closure
- Establish Problem Management from the ground up
- Partner with Engineering, Customer Success, and Product; enable teams through training and materials
- Build deep product proficiency in Loomi at functional and technical levels
- Track and report on metrics (MTTR, repeat-incident rate, SLA compliance) to drive continuous improvement
- Work day-to-day in Jira, Zendesk, and PagerDuty; own the status page
- Participate in 24/7 on-call rotation
This is not administrative coordination—you are expected to become proficient in Loomi and lead incidents with real product judgment. Participation in 24/7 on-call rotation is a core requirement, not an occasional exception. Availability outside standard hours is essential.
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, 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; 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 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
