NET-A-PORTER Incident and Bug Manager
- Employment
- Full-Time
- Seniority
- Mid-Level
- Department
- IT & Technology Systems
- Posted
- Sep 30, 2026
About NET-A-PORTER
Founded in 2000, NET-A-PORTER helped redefine luxury retail through a distinctive combination of curated fashion, editorial storytelling and digital innovation. As an employer, it brings together expertise across buying, technology, creative production, marketing, logistics and client service, connecting fashion sensibility with the precision of global e-commerce. Its international reach offers a setting for professionals drawn to both established maisons and emerging designers. Employees contribute to a customer experience shaped by product discovery, compelling content and attentive service. For talent seeking a career at the intersection of luxury and technology, NET-A-PORTER represents a distinctive environment within the evolving digital fashion landscape.
Incident and Bug Manager role at NET-A-PORTER in London. Lead live site incident management for luxury e-commerce platform.
Role & Responsibilities
- Own 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
Qualifications
- Proven experience in e-commerce incident management, live site support, or operational defect triage
- Exceptional written and verbal communication skills with demonstrated ability to translate technical jargon into clear, concise business updates
- 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 drive to overcommunicate and manage dedicated real-time incident channels actively
- Comfortable with on-call outside of working hours to manage issues occurring in evenings and weekends
Skills
Experience
Proven experience in e-commerce incident management, live site support, or operational defect triage, with demonstrated ability to manage high-pressure situations and coordinate across multiple technical and business teams.
Workplace
The role is situated in London, England, UK.
Benefits
Performance bonus schemes dependent on role type; pension with employer contributions; staff discount with exclusive sales access; private healthcare; flexible working; discount portal for entertainment and leisure activities.
Culture
NET-A-PORTER’s workplace culture brings together luxury fashion expertise, editorial creativity and a digital-first mindset, with a strong focus on the customer experience. Its environment encourages collaboration across buying, content, technology and client service, combining meticulous attention to detail with the responsiveness of global e-commerce.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like NET-A-PORTER, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Site Incident Manager», «E-commerce Operations Manager», «Live Site Support Manager», «Technical Operations Coordinator», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.