Incident Management Analyst

Location: Bengaluru, India; hybrid work with at least 3 days per week in the office for candidates within reasonable commuting distance

Company

hirify.global is a technology company focused on finance automation.

What you will do

• Lead the recovery of high-profile, major, escalated, and crisis technology incidents while minimizing service disruption.
• Act as the central source of accurate status information and provide business and technical communications to stakeholders and customers.
• Govern the end-to-end Incident and Problem Management processes across technology teams, including KPI, OLA, queue, and reporting oversight.
• Facilitate post-mortems, root cause analysis, and follow-up action items for high-priority incidents.
• Identify emerging problems, escalate them into Problem Management, and co-own related activities.
• Participate in overnight and weekend on-call shifts and continuous improvement projects.

Requirements

• Bachelor's degree in a related field.
• Excellent written and spoken English for communication with technical and business stakeholders.
• Professional experience with Incident and Problem Management in a global organization aligned with ITIL Service Management practices.
• Knowledge of incident workflows, incident documentation, post-mortems, 5 Whys, cause-and-effect analysis, and root cause analysis.
• Experience with multi-platform technology environments and understanding of three-tier architecture, SQL, large-scale storage, microservices, APIs, DevOps, observability, SRE, and Agile.
• Ability to work under pressure in a 24/7 environment and communicate technical issues clearly to non-technical audiences.

Nice to have

• ITIL v3 or ITIL v4 Foundation certification.
• Experience with Jira, PagerDuty, MS Teams, Confluence, monitoring and logging software, or the Exigence incident management tool.
• Strong analytical, organizational, time-management, problem-solving, and continuous improvement skills.
• Experience handling multiple priorities and communicating with senior business partners, engineers, leadership, vendors, and customers.

Culture & Benefits

• Kind, open, and accepting workplace culture supporting diverse perspectives.
• Professional development seminars and inclusive affinity groups.
• Combination of virtual and in-person collaboration to support teamwork and company culture.
• Hybrid office arrangement with regular in-person collaboration for nearby employees.