Incident Manager – SaaS

Responsibilities

• Own incident management from detection to resolution, keeping clients informed throughout.
• Act as the main point of contact for CTOs, IT teams, and technical stakeholders during live issues.
• Hold your ground in technical conversations with developers and architects.
• Track and follow up on tickets with rigour, making sure nothing falls through the cracks.
• Handle difficult client situations with composure and clear communication.
• Coordinate cross-functional responses when incidents have broader impact.
• Spot patterns in recurring issues and flag them for structural fixes.

Requirements

• Background in technical support or incident management in a B2B SaaS or enterprise software environment.
• Familiar with both SaaS and on-premise environments.
• Client engagement is where you thrive, you're the person customers trust when things go wrong.
• Comfortable leading technical conversations with IT stakeholders: CTOs, architects, and developers, credible enough to hold your ground with all of them.
• Resilient under pressure, a frustrated client doesn't throw you off.
• Rigorous with ticket and project follow-up, nothing gets lost on your watch.
• Native level of French.
• Full professional fluency in English.