Live Site Incident & Bug Lead

NET-A-PORTER; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Performance bonus

Pension

Staff discount

Private healthcare

Flexible working

Job summary

NET-A-PORTER is seeking an Incident and Bug Manager to join our London team. You will own live site defect triage, translate complex incidents for business stakeholders, and lead real-time incident channels to coordinate rapid resolutions.

You will assess impact against trading metrics, drive post-incident RCAs, and communicate robust workarounds while engineering fixes are implemented. The role requires strong ecommerce incident management experience, exceptional communication skills, and the

Qualifications

• Experience in e-commerce incident management or live site support.
• Strong written and verbal communication translating technical updates to business.
• Calm, decisive under pressure with focus on revenue impact.

Responsibilities

• Own daily intake, logging, triage of live site defects and bugs.
• Translate incidents into clear, non-technical updates for stakeholders.
• Lead real-time incident channels to coordinate cross-team fixes.
• Evaluate issues against trading metrics to prioritise fixes.
• Facilitate post-incident RCAs and documentation of learnings.
• Provide operational workarounds while fixes are deployed.
• Monitor SLA, reduce recurring systemic issues across the platform.

Skills

Incident management

Communication

Analytical thinking

Cross-functional coordination

RCAs (Root Cause Analysis)

On-call readiness

Tools

PIM

OMS

CMS

Job description

NET-A-PORTER is seeking an Incident and Bug Manager to join our London team. You will own live site defect triage, translate complex incidents for business stakeholders, and lead real-time incident channels to coordinate rapid resolutions.

You will assess impact against trading metrics, drive post-incident RCAs, and communicate robust workarounds while engineering fixes are implemented. The role requires strong ecommerce incident management experience, exceptional communication skills, and the