[Hiring] Senior Incident & Problem Manager @Bloomreach

Role Description

Bloomreach is building the world’s premier agentic platform for personalization. We’re revolutionizing how businesses connect with their customers, building and deploying AI agents to personalize the entire customer journey.

About the role:

• Location: Czech Republic or Slovakia. Fully remote. Working hours centered on Central European Time (CET/CEST).
• Reports to: Director, Global Support.
• Hiring a dedicated Senior Incident & Problem Manager to own the discipline end to end.
• Lead live incidents personally and embed a single standard across Loomi.
• Participate in a 24/7 on-call rotation; availability outside standard hours is a core requirement.
• Current emphasis: 80% Incident Management and 20% Problem Management.
• Early priorities include unifying the incident process and establishing Problem Management from scratch.

What you'll do

• Own incident management end to end for Loomi (Marketing and Search).
• Design and implement a single, unified incident process across both products.
• Own incident communications in clear customer language.
• Run post-incident close-out and document learnings.
• Establish Problem Management from the ground up.
• Partner with Engineering, Customer Success, and Product.
• Build deep product proficiency in Loomi.
• Track and report on key metrics (MTTR, repeat-incident rate, SLA compliance).
• Work day to day in Jira, Zendesk, and PagerDuty.

Qualifications

• 5+ years of experience in incident management or a closely related SaaS operations role.
• Willingness to participate in a 24/7 on-call rotation.
• Proven ability to lead war rooms under pressure.
• Excellent customer-facing communication skills.
• Ability to deliver concise executive briefings during critical incidents.
• High ownership and a hands-on approach.
• Excellent influencing skills.
• Hands-on experience with ITSM / incident tooling (Jira, Zendesk, PagerDuty).
• Strong analytical skills, including leading root cause analysis.
• Genuine commitment to becoming proficient in the product.
• Solid command of core IT and SaaS concepts.
• Fluency in English.

Nice to have

• ITIL or equivalent incident and problem management knowledge.
• Experience establishing or reshaping a Problem Management practice.

Compensation

• Base Salary Range: 900,000 Kč — 1,050,000 Kč CZK.

Benefits

• Flexible working hours.
• Virtual-first work environment with several Bloomreach Hubs available.
• 5 paid days off for volunteering activities.
• People Development Program with workshops and competency maps.
• $1,500 professional education budget annually.
• Employee Assistance Program with counselors.
• Subscription to Calm - sleep and meditation app.
• Extended parental leave up to 26 calendar weeks for Primary Caregivers.
• Restricted Stock Units or Stock Options based on role, seniority, and location.
• Participation in the company's performance bonus.
• Employee referral bonus of up to $3,000.