Own production incidents from qualification to closure, coordinating all involved teams
Be the main point of contact for external clients during active incidents, keeping them informed at every step
Deliver structured post-incident reports and follow-up communications to external clients
Ensure every incident has a visible owner and clear progress at all times
Participate in steering committees and crisis meetings as needed
Track incident KPIs including MTTR, SLA compliance, and escalation rates
Monitor ticket progress across teams and escalate blockers when needed

At least 5 years of experience in technical customer support or incident management in a B2B SaaS or enterprise software environment
Customer-facing mindset: you're comfortable communicating with clients under pressure and know how to keep them confident
Strong coordinator, able to align multiple internal teams quickly and clearly
Rigorous and closure-oriented: open issues get resolved, not left open
Solid technical understanding, able to engage meaningfully with R&D and Cloud teams without being an engineer
Quick to get up to speed on product behaviour and business logic
Native level in French
Excellent command of English, written and spoken

Incident Manager – Customer Operations

Key skills