Director, Major Incident Management (AI)

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

Salary: $160,100–$256,300 USD per year, with potential bonus and equity eligibility.

Company

hirify.global provides global payments technology that connects consumers, merchants, financial institutions, and government entities across 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, mitigation, and recovery for business-critical technology incidents.
• Develop executive communication strategies, risk assessments, operational updates, and stakeholder relationships across technology and corporate functions.
• Define and govern incident management standards, procedures, policies, metrics, operational reviews, and continuous improvement programs.
• Establish root cause analysis, corrective action, readiness exercises, simulations, and operational resilience governance.
• Lead automation, advanced analytics, and AI-enabled improvements for incident detection, triage, correlation, response, and communication.

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.
• Proven experience managing large-scale production incidents in complex, mission-critical, global technology environments.
• Strong knowledge of Major Incident Management, ITSM, Change Management, Problem Management, operational governance, cloud platforms, observability, monitoring, and SRE practices.
• Exceptional executive communication and cross-functional leadership skills, including experience in regulated or highly secure environments.

Nice to have

• Experience with AIOps, automation, AI, Generative AI, or predictive operations capabilities.

Culture & Benefits

• Office-based hybrid work arrangement with at least three office days per week.
• Benefits may include medical, dental, vision, 401(k), FSA/HSA, life insurance, paid time off, and a wellness program.
• Potential eligibility for bonus and equity.
• Work hours vary according to department needs.