Incident, Problem, and Service Delivery Analyst

Location: Remote - USA

Company

hirify.global provides mechanical pipe joining solutions, engineering services, and digital technologies for construction, manufacturing, and industrial applications worldwide.

What you will do

• Coordinate incident management, problem management, and service delivery processes across business and technology teams.
• Act as the central intake and triage point, assess business impact, assign P1-P3 severity, and coordinate first-hour response.
• Lead high-severity incident channels or bridge calls, track actions and owners, and maintain clear communication throughout resolution.
• Coordinate investigations across application support, development, integration, infrastructure, DevOps, quality engineering, vendors, and business stakeholders.
• Identify recurring incidents and systemic process gaps, supporting root cause analysis, corrective actions, and preventive improvements.
• Create and maintain incident playbooks, escalation matrices, knowledge articles, metrics, readiness checklists, and operational documentation.

Requirements

• Must be authorized to work full time in the United States without current or future employer-sponsored immigration support.
• 5+ years of experience in incident coordination, service delivery, application support, business operations, manufacturing operations support, business analysis, or a related discipline.
• Strong understanding of business processes, operational workflows, user impact, escalation management, and cross-functional issue resolution.
• Strong written and verbal communication, organization, facilitation, documentation, and ownership-tracking skills.
• Experience using service management, collaboration, documentation, or reporting tools to track incidents, actions, communications, and improvements.
• Ability to work across enterprise governance, Agile delivery, service operations, quality engineering, and DevOps collaboration models.

Nice to have

• ITIL-based incident management, major incident management, service operations, production support, command center, or site reliability experience.
• Agile/Scrum, release management, DevOps, CI/CD, monitoring, observability, or production readiness experience.
• Experience with manufacturing, fabrication, field operations, order fulfillment, ERP, CRM, integration platforms, APIs, queues, or workflow automation.
• Familiarity with ServiceNow, Jira, Azure DevOps, Confluence, Microsoft Teams, SharePoint, Excel, Power BI, or monitoring tools.
• Bachelor’s degree or relevant certifications such as ITIL Foundation, Scrum, Lean Six Sigma, Power BI, incident management, or service management training.

Culture & Benefits

• Competitive compensation with performance-based incentives.
• Career development, internal promotion pathways, tuition reimbursement, and continuous learning opportunities.
• Health, dental, vision, life insurance, disability coverage, and retirement savings with company match.
• Paid time off, holidays, flexible work arrangements where applicable, employee assistance, and wellness resources.
• Inclusive, team-oriented culture focused on learning, accountability, sustainability, and internal growth.