Incident and Bug Manager @NET-A-PORTER

NET-A-PORTER is the leading luxury fashion destination for women. The first digital platform of its kind, NET-A-PORTER has revolutionised the way women shop, delivering fashion, fine jewelry & watches and lifestyle collections to the world’s most discerning women.

Today, NET-A-PORTER continues to own discovery, inspiration, exceptional curation, customer experience and engaging storytelling. NET-A-PORTER creates exclusive, personalised experiences for its EIPs (Extremely Important People), with dedicated Personal Shoppers and invitation-only moments. PORTER, the editorial voice of NET-A-PORTER, entertains and inspires women through daily content, and tells the stories of incredible women across the globe.

NET-A-PORTER is part of LuxExperience, the leading digital, multi-brand luxury group.

To support our Site Trading Management team we are searching for an Incident and Bug Manager to be based in our London office.

WHAT YOU WILL DO

• Own the daily intake, logging, and triage process for live site defects, categorizing user errors, platform bugs, and scale issues to drive clear prioritization across technical teams.
• Translate complex technical incidents into clear, jargon-free updates, ensuring commercial and operational stakeholders understand real-time site status, fix strategies, and timelines.
• Lead dedicated real-time incident channels to drive issue replication, gather context, coordinate cross-team efforts, and overcommunicate status during live site outages or defects.
• Continuously evaluate live issues against trading metrics, conversion funnels, and customer experience to ensure fix prioritization accurately reflects commercial urgency.
• Facilitate post-incident reviews (Root Cause Analyses) following major defects to identify root causes, document key learnings, and track long-term remediation with Product and Engineering.
• Create and communicate clear operational workarounds for site trading, content, customer care and merchandising teams while technical fixes are actively being deployed.
• Monitor bug resolution velocity and maintain SLA visibility, preventing critical defects from stalling and identifying recurring systemic issues across the platform.

METRICS YOU ARE RESPONSIBLE FOR

• Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR) for critical/high-severity live site incidents
• Incident resolution time and SLA compliance across technical triage queues
• Incident communication velocity and stakeholder satisfaction (clarity and frequency of updates)
• Reduction in recurring site operational bugs and systemic platform defects
• Accuracy of bug impact assessment and prioritization against commercial/trading risk
• Successful delivery and adoption of operational workarounds during live technical remediation

WHO YOU ARE

• Proven experience in e-commerce incident management, live site support, or operational defect triage
• Exceptional written and verbal communication skills, with a demonstrated ability to translate technical jargon into clear, concise business updates
• Calm and decisive under pressure, with strong analytical skills to evaluate customer and revenue impact during live incidents
• Deep familiarity with e-commerce site architecture, data propagation, customer conversion funnels, and backend tooling (PIM, OMS, CMS)
• Experience facilitating Root Cause Analyses (RCAs) and driving continuous improvement post‑incident
• Strong cross‑functional coordination skills, with the drive to overcommunicate and manage dedicated real‑time incident channels actively
• Comfortable with oactively manage dedicated real‑time incident channelsn‑call outside of working hours to manage issues occurring in the evenings and weekends

WHAT WE OFFER

• Performance bonus schemes dependent on the type of role you are in
• A pension that both you and the company contribute too
• A portal with an array of discounts on things like theme park and cinema tickets
• Our famous staff discount along with exclusive staff sales

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