Senior Incident Manager
Job Summary
Owning the end-to-end incident management process, the full-time Senior Incident Manager will lead live incidents, design a unified incident process, and establish problem management practices while working remotely in a role that requires 24/7 on-call availability.
Key responsibilities
- Lead live incidents and manage the war room/bridge to ensure effective restoration
- Design and implement a unified incident management process across Loomi products
- Establish problem management from scratch, including root cause analysis and a known error database
Required qualifications
- 5+ years of experience in incident management or a closely related SaaS operations role
- Proven ability to lead incident bridges under pressure
- Hands-on experience with ITSM/incident tooling (e.g., Jira, Zendesk, PagerDuty)
- Strong analytical skills for leading root cause analysis
- Commitment to developing proficiency in Loomi (Marketing and Search) at both functional and technical levels
Complete Job Description
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