Service Management Practice Analyst II – Major Incident Manager

Location: Remote within the United States, except California. An onsite interview or in-person onboarding may be required for identity verification.

Salary: $74,750–$91,000 per year, based on location and experience.

Company

hirify.global provides secure technology solutions for community banks and credit unions, including digital banking and payment services.

What you will do

• Coordinate routine to moderately complex major incidents using established processes, procedures, and escalation paths.
• Facilitate incident bridge calls and coordinate technical teams, business stakeholders, vendors, and leadership.
• Assess incident impact, prioritize response activities, monitor progress, track action items, and drive accountability.
• Prepare timely communications for technical teams, business stakeholders, customers, and executives.
• Maintain incident records, timelines, documentation, reports, metrics, and trend analysis.
• Participate in post-incident reviews, corrective action tracking, compliance activities, and continuous improvement.

Requirements

• At least 18 months of experience in IT operations, infrastructure, networking, cybersecurity, systems administration, or software application support.
• Familiarity with IT service management tools, incident tracking systems, or operational reporting processes such as ServiceNow.
• Experience coordinating cross-functional teams during service disruptions, outages, or major incidents.
• Experience facilitating incident response and stakeholder communications in a production support environment.
• Ability to participate in on-call rotations and support critical incidents outside normal business hours.
• Must be eligible to work remotely within the United States, excluding California, and must not require immigration sponsorship now or in the future.

Nice to have

• Bachelor’s degree in an IT-related field.
• Knowledge of major incident management, ITIL principles, service management frameworks, root cause analysis, problem management, service continuity, and operational resilience.
• Strong analytical, facilitation, communication, stakeholder management, and problem-solving skills.
• Experience analyzing incident trends and operational metrics and supporting process improvements.

Culture & Benefits

• Benefits supporting physical, mental, and financial wellbeing.
• Culture focused on collaboration, inclusion, sustainability, and community impact.
• Work supporting technology modernization for financial institutions, including secure data access, fraud mitigation, and system integration.