Senior Incident Lead - Loomi Platform (Remote)

Jobicy; United States; À distance; USD 41 000 - 48 000; Plein temps

Avantages offerts par ce poste

Flexible working hours

Virtual-first with global hubs

5 paid volunteer days per year

Employee stock options / RSUs

Résumé du poste

The position is remote, CET/CEST aligned, with a base salary range in Czech Koruna and a focus on process maturation, analytics, and customer communication.

Qualifications

• 5+ years of incident management, major incident coordination, or SaaS operations experience.
• Willingness to participate in a 24/7 on‑call rotation.
• Proven ability to lead war rooms/bridges under pressure and communicate clearly.
• Excellent customer-facing communication, including executive briefings.
• Fluency in English; strong analytical and leadership capabilities.

Responsabilités

• Own end-to-end incident management for Loomi (Marketing and Search) and lead live incidents.
• Design and implement a unified incident process across two products.
• Own customer-facing communications during incidents and executive briefings.
• Lead post-incident reviews, document learnings, and track corrective actions to closure.
• Establish and mature a formal Problem Management practice from scratch and in collaboration with Eng, CS, and Product.
• Build product proficiency in Loomi and maintain knowledge of components and customer usage.
• Track metrics (MTTR, repeat-incident rate, SLA) to drive continuous improvement.
• Work daily with Jira, Zendesk, and PagerDuty; manage the status page as the truth source.
• Participate in a 24/7 on‑call rotation.

Connaissances

Incident management

War room leadership

Customer communications

English fluency

On-call readiness

Outils

Jira

Zendesk

PagerDuty

Description du poste

The position is remote, CET/CEST aligned, with a base salary range in Czech Koruna and a focus on process maturation, analytics, and customer communication.