Automation Product and Application Manager driving pre - and post - sales success with liquid handling systems. Collaborating across departments and advising customers in the life sciences sector.
About the role
- Incident Manager responsible for managing production incidents and coordinating support teams in B2B SaaS. Working closely with R&D and Cloud operations to ensure customer satisfaction and issue resolution.
Responsibilities
- Own production incidents from qualification to closure, coordinating all involved teams
- Act as the central point of contact between Support, PS, R&D, and Cloud on active incidents
- Ensure every incident has a visible owner and clear progress at all times
- Provide structured, timely updates to customers throughout incidents, including post-incident reports
- 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 to the Support manager
Requirements
- At least 5 years of experience in technical support or incident management in a B2B SaaS or enterprise software environment
- Comfortable coordinating across multiple teams and communicating with customers under pressure
- 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
- Fluent in both French and English, written and spoken
Benefits
- Central, high-visibility role at the heart of our Support, R&D, and Cloud operations
- Direct impact on customer satisfaction and service quality
- Career growth opportunities and internal mobility
- Modern offices in 11 European locations
- Fun team events & continuous learning
- Competitive salary with bonus system
- Hybrid working policy
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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