Live Site Incident & Bug Lead

LuxExperience; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Performance bonus

Pension

Staff discounts

Private healthcare

Flexible working

Job summary

LuxExperience, based in London, is seeking an Incident and Bug Manager for its Site Trading Management team. You will own live site defect intake, triage, and incident communications with cross-functional partners to minimize disruption to customers.

You will translate complex issues into concise updates, lead real-time incident channels, and drive RCAs to prevent recurrence, while developing effective workarounds as fixes are implemented.

Qualifications

• Proven experience in e-commerce incident management or live site support.
• Excellent written and verbal communication, translating tech updates for business stakeholders.
• Calm and decisive under pressure with strong analytical skills to assess impact.

Responsibilities

• Own the daily intake, logging, and triage of live site defects.
• Translate incidents into clear business updates for stakeholders.
• Lead real-time incident channels for replication, coordination and status communication.
• Assess issues against trading metrics and customer experience to reflect urgency.
• Facilitate post-incident RCAs and track remediation with Product and Engineering.
• Create clear operational workarounds while fixes are deployed.
• Monitor resolution velocity and SLA visibility.

Skills

Incident management

Live site support

Communication skills

Cross-functional coordination

RCAs

On-call availability

Tools

PIM

OMS

CMS

Job description

LuxExperience, based in London, is seeking an Incident and Bug Manager for its Site Trading Management team. You will own live site defect intake, triage, and incident communications with cross-functional partners to minimize disruption to customers.

You will translate complex issues into concise updates, lead real-time incident channels, and drive RCAs to prevent recurrence, while developing effective workarounds as fixes are implemented.