Senior Incident & Problem Manager
Core
Senior Incident & Problem Manager owning end-to-end incident response, process unification, and establishing problem management for Loomi (AI personalization engine).
Role type
Senior hands-on IC Incident & Problem Manager
Builds
Unified incident response processes and problem management practices for Loomi products
Domain
SaaS / AI / Personalization
Deliverable
production ML models
Required skills
Incident management, war room leadership, root cause analysis, stakeholder communication, ITSM tooling, process design, SaaS concepts, English fluency
Preferred skills
ITIL knowledge, Problem Management practice establishment
Technologies
Jira, Zendesk, PagerDuty
Responsibilities
Lead live incidents and war rooms, design unified incident processes, manage incident communications, run post-incident reviews, establish problem management from scratch, partner with Engineering and Customer Success, track operational metrics, participate in 24/7 on-call rotation
Seniority
Senior, hands-on IC
