Live Site Incident & Bug Manager

THE NET-A-PORTER GROUP; Greater London; Hybrid; GBP 65.000 - 90.000; Vollzeit

Benefits dieser Stelle

Performance bonus

Pension

Staff discounts

Private healthcare

Flexible working

Zusammenfassung

NET-A-PORTER GROUP is seeking an Incident and Bug Manager to join the Site Trading Management team in our London office. You will own the live site defect triage process, translate incidents for non-technical stakeholders, and lead real-time incident channels to ensure rapid resolution and clear updates.

The role requires proven ecommerce incident management experience, strong communication skills, and a calm, analytical approach under pressure. Hybrid working options are available in London.

Qualifikationen

• Proven experience in e-commerce incident management, live site support, or operational defect triage.
• Excellent written and verbal communication skills, with ability to translate complex incidents into clear business updates.
• Calm and decisive under pressure with strong analytical skills to assess impact on revenue.
• Deep familiarity with e-commerce site architecture, data propagation, customer conversion funnels, and backend tooling.
• Experience facilitating Root Cause Analyses (RCAs) and driving continuous improvement post-incident.

Aufgaben

• 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.

Kenntnisse

Incident management

Live site support

Operational defect triage

Cross-functional communication

On-call availability

Tools

PIM

OMS

CMS

Jobbeschreibung

NET-A-PORTER GROUP is seeking an Incident and Bug Manager to join the Site Trading Management team in our London office. You will own the live site defect triage process, translate incidents for non-technical stakeholders, and lead real-time incident channels to ensure rapid resolution and clear updates.

The role requires proven ecommerce incident management experience, strong communication skills, and a calm, analytical approach under pressure. Hybrid working options are available in London.