London-Based Live Site Incident & 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 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