Director, Major Incident Management (AI)

Location: US - Denver, CO; at least 3 days per week in the office. Travel required 5–10% of the time.

Salary: $166,700–$266,700 USD per year, with potential bonus, equity, and sales incentive payments where applicable.

Company

hirify.global is a global payments technology company facilitating transactions among consumers, merchants, financial institutions, and governments in more than 200 countries and territories.

What you will do

• Lead hirify.global’s global Major Incident Management organization supporting a 24x7x365 technology environment.
• Direct enterprise escalation, incident command, service restoration, and risk mitigation for business-critical technology incidents.
• Develop executive communication strategies, operational risk assessments, and incident status reporting.
• Define and govern incident management standards, procedures, policies, metrics, and operational reviews.
• Lead root cause analysis, corrective action programs, readiness exercises, and continuous improvement initiatives.
• Drive automation, advanced analytics, AI-enabled operations, and proactive incident detection and response.

Requirements

• 10+ years of relevant experience with a Bachelor’s Degree, or equivalent experience with an advanced degree or PhD.
• 12+ years of experience in technology operations, infrastructure operations, SRE, incident management, service management, or related disciplines.
• 5+ years of experience leading high-performing technical teams.
• Experience managing large-scale production incidents in complex, mission-critical, highly available global technology environments.
• Deep knowledge of Major Incident Management, ITSM, Change Management, Problem Management, and operational governance.
• Strong understanding of cloud platforms, observability, monitoring, SRE principles, operational resilience, automation, and executive communication.

Nice to have

• Experience with AI, Generative AI, AIOps, automation, or predictive operations capabilities.
• Experience operating in regulated or highly secure environments.
• Experience supporting distributed systems with stringent service availability requirements.

Culture & Benefits

• Leadership of a diverse, globally dispersed technology operations team.
• Focus on operational excellence, collaboration, resilience, accountability, and innovation.
• Medical, dental, vision, 401(k), FSA/HSA, life insurance, paid time off, and wellness benefits may be available.
• Potential eligibility for bonus and equity.
• Work hours vary according to department needs.