Incident Handler

Job Summary

As Incident Handler Product Publication As an Incident Handler in the Publication team, you are responsible for the first-line support of the Application ProductUp and related feed platforms. You act as the first point of contact for feed-related incidents and ensure issues are investigated, resolved, or escalated in a structured and timely manner.

This role suits someone who likes to dig into issues independently, is not afraid to ask questions, and takes ownership that incidents are resolved within the set SLAs.

What you will do

Incident Management

• Act- as first-line incident handler for Publicatios Apps
• Monitor feed, alerts, errors logs in ProductsUp
• Monitor JIRA dashboard with all reported incidents by users/monitoring
• Resolve standard feed problems and coordinate with publication team to find the RCA to prevent issues to reoccur

Operational activity & Communication

• Focus on a No Ticket, No Cure principle, all defects should be reported as an incident to ensure transparency on the health of the application
• Document incidents, status how it was resolved, and apply follow-up on incidents
• Create a runbook for all incidents that occurred.
• Signal & report recurring issues and allign with the Product Owner / Product Manager how to resolve this
• Analyze recurring incidents, perform data quality checks on feeds, attributes and exports

Must have

• 1-3 years experience in operations, incident handling or platform support
• Affinity with SAAS solutions, technical errors and basic rule settings
• Hands-on mindset, understand the issue- try to resolve before escalating
• Comfortable asking questions and challenge assumptions

Nice to haves

• Experience with ProductsUp or similar feed systems
• eCommerce experience
• Experience with JIRA or similar ticket systesms