Senior Incident & Problem Manager (SaaS)

Location: Fully remote from the Czech Republic or Slovakia, with working hours centered on Central European Time (CET/CEST). Participation in a 24/7 on-call rotation is required.

Base salary range: 900,000–1,050,000 CZK annually.

Company

hirify.global builds an AI-powered agentic personalization platform, including Loomi for autonomous search, conversational shopping, and autonomous marketing, serving more than 1,400 global brands.

What you will do

• Own incident management end to end for Loomi Marketing and Search, personally leading live incidents, war rooms, and incident bridges through restoration.
• Design and implement one unified incident process across both products.
• Manage customer-facing incident communications, including status page updates, customer messages, and executive or stakeholder briefings.
• Facilitate post-incident reviews, document learnings, assign corrective actions, and track them through closure.
• Establish Problem Management from scratch through root cause analysis, a known error database, and processes for preventing recurring incidents.
• Partner with Engineering, Customer Success, and Product; build product expertise in Loomi; and report on MTTR, repeat-incident rate, and SLA compliance.

Requirements

• 5+ years of experience in incident management, major incident coordination, technical operations, or a closely related SaaS operations role.
• Availability and willingness to participate in a 24/7 on-call rotation.
• Proven ability to lead war rooms or incident bridges calmly and decisively under pressure.
• Excellent customer-facing and executive communication skills, including status updates and recovery briefings.
• Hands-on experience with ITSM and incident tools such as Jira, Zendesk, and PagerDuty.
• Strong analytical skills, root cause analysis experience, process-building ability, and solid knowledge of APIs, integrations, webhooks, data flows, logs, environments, and service dependencies.

Nice to have

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

Culture & Benefits

• Virtual-first work environment with flexible working hours and hubs across three continents.
• Freedom, trust, and responsibility with a focus on results rather than clocking in and out.
• Annual professional education budget of $1,500 and access to development workshops and communication coaching.
• Five paid volunteer days, quarterly additional DisConnect days, wellness activities, and an employee assistance program.
• Extended parental leave, performance bonus, equity opportunities depending on role and location, and employee referral rewards.