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efficy Logo efficy · IT - Administration

Incident Manager - Technical Customer Operations

France, Paris · Job Posted May 29, 2026
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Job Description

We're growing our Customer Operations team and looking for an Incident Manager fluent in French and English to join our international Support Operations function. You'll be the point of contact for our external clients when production issues arise after go-live. You own incidents end-to-end, from the moment a client reports a problem to final resolution and follow-up, keeping customers informed at every step and coordinating all internal teams on their behalf. It's a high-visibility, client-facing role where your communication skills and sense of ownership directly shape the post-delivery experience our customers have with efficy group.

Job Responsibility

  • Own production incidents from qualification to closure, coordinating all involved teams
  • Be the main point of contact for external clients during active incidents, keeping them informed at every step
  • Deliver structured post-incident reports and follow-up communications to external clients
  • Ensure every incident has a visible owner and clear progress at all times
  • Participate in steering committees and crisis meetings as needed
  • Track incident KPIs including MTTR, SLA compliance, and escalation rates
  • Monitor ticket progress across teams and escalate blockers when needed

Requirements

  • At least 5 years of experience in technical customer support or incident management in a B2B SaaS or enterprise software environment
  • Customer-facing mindset: you're comfortable communicating with clients under pressure and know how to keep them confident
  • Strong coordinator, able to align multiple internal teams quickly and clearly
  • Rigorous and closure-oriented: open issues get resolved, not left open
  • Solid technical understanding, able to engage meaningfully with R&D and Cloud teams without being an engineer
  • Quick to get up to speed on product behaviour and business logic
  • Native level in French
  • Excellent command of English, written and spoken

What we offer

  • Direct impact on customer satisfaction and service quality
  • High-visibility role connecting Support, R&D, and Cloud teams
  • Career growth opportunities and internal mobility
  • Modern offices in 11 European locations
  • Fun team events & continuous learning
  • Competitive salary with bonus system
  • Hybrid working policy
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