Incident Manager - SaaS

💻 Incident Manager, SaaS (French speaker)
📍 This role is based in Paris
✦ Direct client ownership | Hybrid working | Cross-functional impact

• Incident ownership: own incident management from detection to resolution, keeping clients informed throughout

• Stakeholder management: act as the main point of contact for CTOs, IT teams, and technical stakeholders during live issues

• Technical credibility: hold your ground in technical conversations with developers and architects

• Follow-up rigour: track and follow up on tickets, making sure nothing falls through the cracks

• Cross-functional coordination: coordinate responses when incidents have broader impact

• Pattern spotting: flag recurring issues for structural fixes

• Experience: background in technical support or incident management in a B2B SaaS or enterprise software environment

• Technical range: familiar with both SaaS and on-premise environments

• Client focus: you're the person customers trust when things go wrong

• Composure: resilient under pressure, a frustrated client doesn't throw you off

• Language proficiency: native level of French

• Language proficiency: full professional fluency in English

• Hybrid policy: you can come to the Paris office 3 days a week

efficy Group is a people-first employer, committed to providing equal opportunities for all candidates. We take pride in the diversity of our team and welcome you — exactly as you are. This includes your gender identity, sexual orientation, religion, ethnicity, age, or disability status.

Disclaimer
efficy Group does not accept unsolicited assistance from search firms for this employment opportunity. Please refrain from making phone calls or sending emails. All résumés submitted by search firms to any efficy Group employee without a valid written search agreement will be considered the sole property of efficy Group. No fees will be paid if a candidate is hired as a result of an unsolicited referral.