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
- Private healthcare
- Flexible working
