Incident and Bug Manager

NET-A-PORTER; Greater London; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Performance bonus schemes

Pension

Discount portal

Staff discount

Job summary

NET-A-PORTER is seeking an Incident and Bug Manager to join our London office. You will own live site defect triage, translate technical incidents into clear business updates, and lead real-time incident channels across cross-functional teams.

You will prioritize fixes based on trading impact and oversee post-incident RCAs to drive long-term remediation with Product and Engineering. The role requires strong written and verbal communication, the ability to perform under pressure, and deep

Qualifications

• Proven experience in e-commerce incident management or live site support.
• Exceptional written and verbal communication skills.
• Calm and decisive under pressure with strong analytical abilities.
• Familiar with e-commerce site architecture, data propagation, customer conversion funnels, and backend tooling (PIM, OMS, CMS).
• Experience facilitating Root Cause Analyses (RCAs) and driving continuous improvement after incidents.

Responsibilities

• Own the daily intake, logging, and triage process for live site defects, categorizing user errors, platform bugs, and scale issues to drive clear prioritization across technical teams.
• Translate complex technical incidents into clear, jargon-free updates for stakeholders, ensuring understanding of status, fixes, and timelines.
• Lead dedicated real-time incident channels to drive issue replication, gather context, coordinate cross-team efforts, and communicate status during outages.
• Continuously evaluate live issues against trading metrics, conversion funnels, and customer experience to align fixes with commercial urgency.
• Facilitate post-incident RCAs to identify root causes, document learnings, and track remediation with Product and Engineering.
• Create and communicate clear workarounds for site trading, content, customer care and merchandising teams while fixes are deployed.
• Monitor bug resolution velocity and maintain SLA visibility to prevent recurring issues.

Job description

NET-A-PORTER is the leading luxury fashion destination for women. The first digital platform of its kind, NET-A-PORTER has revolutionised the way women shop, delivering fashion, fine jewelry & watches and lifestyle collections to the world’s most discerning women.

Today, NET-A-PORTER continues to own discovery, inspiration, exceptional curation, customer experience and engaging storytelling. NET-A-PORTER creates exclusive, personalised experiences for its EIPs (Extremely Important People), with dedicated Personal Shoppers and invitation-only moments. PORTER, the editorial voice of NET-A-PORTER, entertains and inspires women through daily content, and tells the stories of incredible women across the globe.

NET-A-PORTER is part of LuxExperience, the leading digital, multi-brand luxury group.

To support our Site Trading Management team we are searching for an Incident and Bug Manager to be based in our London office.

WHAT YOU WILL DO

• Own the daily intake, logging, and triage process for live site defects, categorizing user errors, platform bugs, and scale issues to drive clear prioritization across technical teams.
• Translate complex technical incidents into clear, jargon-free updates, ensuring commercial and operational stakeholders understand real-time site status, fix strategies, and timelines.
• Lead dedicated real-time incident channels to drive issue replication, gather context, coordinate cross-team efforts, and overcommunicate status during live site outages or defects.
• Continuously evaluate live issues against trading metrics, conversion funnels, and customer experience to ensure fix prioritization accurately reflects commercial urgency.
• Facilitate post-incident reviews (Root Cause Analyses) following major defects to identify root causes, document key learnings, and track long-term remediation with Product and Engineering.
• Create and communicate clear operational workarounds for site trading, content, customer care and merchandising teams while technical fixes are actively being deployed.
• Monitor bug resolution velocity and maintain SLA visibility, preventing critical defects from stalling and identifying recurring systemic issues across the platform.

METRICS YOU ARE RESPONSIBLE FOR

• Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR) for critical/high-severity live site incidents
• Incident resolution time and SLA compliance across technical triage queues
• Incident communication velocity and stakeholder satisfaction (clarity and frequency of updates)
• Reduction in recurring site operational bugs and systemic platform defects
• Accuracy of bug impact assessment and prioritization against commercial/trading risk
• Successful delivery and adoption of operational workarounds during live technical remediation

WHO YOU ARE

• Proven experience in e-commerce incident management, live site support, or operational defect triage
• Exceptional written and verbal communication skills, with a demonstrated ability to translate technical jargon into clear, concise business updates
• Calm and decisive under pressure, with strong analytical skills to evaluate customer and revenue impact during live incidents
• Deep familiarity with e-commerce site architecture, data propagation, customer conversion funnels, and backend tooling (PIM, OMS, CMS)
• Experience facilitating Root Cause Analyses (RCAs) and driving continuous improvement post-incident
• Strong cross-functional coordination skills, with the drive to overcommunicate and manage dedicated real-time incident channels actively
• Comfortable with on-call outside of working hours to manage issues occurring in the evenings and weekends

WHAT WE OFFER

• Performance bonus schemes dependent on the type of role you are in
• A pension that both you and the company contribute too
• A portal with an array of discounts on things like theme park and cinema tickets
• Our famous staff discount along with exclusive staff sales

LuxExperience is an equal opportunities employer, we encourage people with a diverse range of backgrounds to apply. We recognize and celebrate the benefits that diversity brings to our workplace, our business and our customers. We welcome and will consider all applications regardless of race and nationality, religion, color, sex, pregnancy or related medical conditions, parental status, sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any other legally protected characteristics.

If you require any reasonable adjustments to complete your application, please do not hesitate to advise us accordingly.