Senior Incident & Problem Manager - Remote (SaaS, 24/7)

Bloomreach; United States; Remote; USD 42,000 - 48,000; Full time

Benefits offered by this job

Restricted Stock Units / Stock Options

Employee referral bonus up to $3,000

DisConnect days: extra day off each Q

Extended parental leave up to 26 weeks

Job summary

Bloomreach is hiring a Senior Incident & Problem Manager to own the end-to-end incident discipline across Loomi’s Marketing and Search products. You will lead live incidents, drive a unified incident process, and communicate clearly with customers and executives.

The role requires 5+ years of incident management, willingness for 24/7 on-call coverage, and the ability to partner with Engineering, Customer Success, and Product to build a mature Problem Management practice.

Qualifications

• 5+ years of experience in incident management, major incident coordination, technical operations, or a closely related SaaS operations role.
• Willingness and availability to participate in a 24/7 on-call rotation.
• Proven ability to lead war rooms / incident bridges under pressure: calm, structured, and decisive when severity is high.
• Excellent customer-facing communication: translating technical disruption into clear customer language, including status page updates and stakeholder briefings.
• Ability to deliver concise executive briefings during critical incidents (impact, risk, and recovery path).
• High ownership and a hands-on approach: take an ambiguous mandate, run incidents yourself, make the process operational, and remain accountable for the outcome.
• Excellent influencing skills, with the ability to align teams without formal authority.
• Hands-on experience with ITSM / incident tooling (we use Jira, Zendesk, and PagerDuty).
• Strong analytical skills, including leading root cause analysis and distinguishing symptoms from causes.
• A track record of building or matur­ing a process, not only operating one.
• Genuine commitment to becoming proficient in the product. This role requires a real working understanding of Loomi (Marketing and Search) at both a functional and a technical level.
• Solid command of core IT and SaaS concepts (APIs, integrations, webhooks, data flows, logs, environments, service dependencies).
• Fluency in English.

Responsibilities

• Own incident management end to end for Loomi (Marketing and Search), and personally lead live incidents as Incident Manager, including war-room / bridge leadership through to restoration.
• Design and implement a single, unified incident process across both products.
• Own incident communications in clear customer language: status page updates, customer-facing messages, and concise briefings for executives and internal stakeholders during critical incidents.
• Run post-incident close-out: facilitate the review after major incidents, document what happened and what we learned, assign corrective actions with owners and timelines, and follow those actions through to closure.
• Establish Problem Management from the ground up: root cause analysis, a known error database, and a path to prevent recurring incidents.
• Partner with Engineering, Customer Success, and Product, and enable teams through clear training and materials so the process is understood, trusted, and used.
• Build deep product proficiency in Loomi (Marketing and Search) at both a functional and a technical level.
• Track and report on metrics that matter (MTTR, repeat-incident rate, SLA compliance) and use them to drive continuous improvement.
• Work day to day in Jira, Zendesk, and PagerDuty, and own the status page as the customer-facing source of truth during incidents.
• Participate in a 24/7 on-call rotation.

Skills

English fluency

Incident management

Leadership under pressure

Customer-facing communication

Analytical thinking

Tools

Jira

Zendesk

PagerDuty

Job description

Bloomreach is hiring a Senior Incident & Problem Manager to own the end-to-end incident discipline across Loomi’s Marketing and Search products. You will lead live incidents, drive a unified incident process, and communicate clearly with customers and executives.

The role requires 5+ years of incident management, willingness for 24/7 on-call coverage, and the ability to partner with Engineering, Customer Success, and Product to build a mature Problem Management practice.