Job Title

Job SummaryAs 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 SLA’s.What you will doIncident 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 reoccurOperational 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 exportsMust 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 assumptionsNice to haves Experience with ProductsUp or similar feed systems eCommerce experience Experience with JIRA or similar ticket systesms