Problem Manager (ITSM)

Location: Sofia, Bulgaria; hybrid work model

Company

hirify.global is a global data and technology company providing analytics, software, fraud prevention, lending, healthcare, marketing, and automotive market solutions.

What you will do

• Manage problem records through resolution, including root cause analysis and action tracking.
• Coordinate problem investigations with IT service, technology, and application teams.
• Maintain clear documentation and provide progress updates for problem records and major incidents.
• Prepare and distribute RCA summary reports for internal stakeholders and client-facing teams.
• Coordinate the transition of post-incident activities into problem management.
• Identify operational risks, recommend mitigations, and report problem management activities.

Requirements

• 3+ years of experience in service operations or customer-facing roles, including Incident or Problem Management.
• Fluent English.
• Information Technology Infrastructure Library qualification.
• Management report writing and data analysis skills across incident and problem priorities.
• Experience facilitating cross-team activities and supporting service restoration and problem resolution.
• Understanding of the impact on Service Level Agreements.

Culture & Benefits

• Career development pathways with learning and development programs and access to online training, learning materials, and books.
• Social benefits including life insurance, food vouchers, additional health insurance, flex allowance, internet coverage, and corporate discounts.
• 25 days of paid vacation, a birthday day off, and three additional paid days for social responsibility participation.
• Flexible working hours and home office options.
• People-first, inclusive, and purpose-driven work environment.