Lead Incident Management

Location: Manchester, United Kingdom, with flexibility to work across Manchester, Stansted and East Midlands in a 24/7 operational environment. Hybrid work includes working from home up to 2 days per week, depending on team needs.

Company

hirify.global provides technology and communications solutions for airports, airlines, borders, and the global air travel industry.

What you will do

• Act as the local point of accountability and SPOC for significant incidents across the Manchester Airports Group estate.
• Coordinate technical and operational resources, incident bridges, escalations, stakeholder communications, and service restoration through post-incident review.
• Lead resilience, business continuity, disaster recovery, and service continuity reviews and exercises for critical airport systems.
• Own and govern the local incident management process, including Major Incident Reviews, service reviews, reporting, and compliance activities.
• Lead, develop, and coordinate the local engineering and support team across three sites in a 24/7 environment.
• Feed incident data into Problem Management, identify trends, and collaborate with engineering and product specialists to eliminate root causes.

Requirements

• Proven experience coordinating and leading major incidents in a complex, live operational environment.
• Experience governing incident management processes and conducting post-incident or service reviews.
• Experience with operational resilience, business continuity, or disaster recovery in a critical environment.
• Experience leading or coordinating technical or operational teams and working with customers and third-party partners.
• Strong knowledge of ITIL incident, problem, and change management practices, with ITIL certification or equivalent experience.
• Experience tracking SLAs and metrics such as MTTA and MTTR, using ITSM tools such as ServiceNow.

Nice to have

• Experience in aviation, airports, transport IT, or critical national infrastructure.
• Knowledge of CUPPS, CUSS, self-service bag drop, BRS, hirify.global Flex, or shared-use and airline integration architectures.
• Experience integrating ServiceNow or equivalent ITSM platforms with customer toolsets.

Culture & Benefits

• Flex Day arrangements to suit workday needs and plans.
• Up to 30 days per year working from any location in the world as a Flex-Location benefit.
• Employee Assistance Program and Champion Health wellbeing platform for employees and dependents.
• Professional development through LinkedIn Learning, Microsoft Enterprise Skills Initiative, Pluralsight, Harvard Business Publishing, Stanford, and other learning platforms.
• Competitive benefits aligned with the local market and employment status.