Technical Incident Commander

Location: Leeds, UK; hybrid workplace

Company

hirify.global operates a global sports streaming platform delivering live and on-demand content to millions of fans.

What you will do

• Lead the technical resolution and service restoration of critical S1–S3 incidents.
• Coordinate engineering, operations, support, subject-matter experts, and third-party vendors through war rooms and structured communications.
• Own the Major Incident Management process and ensure SLAs and response procedures are followed.
• Communicate incident updates to business stakeholders while enabling engineering teams to focus on restoration.
• Operationalize new features by defining monitoring requirements, producing runbooks, and assessing delivery risks.
• Identify infrastructure, architecture, tooling, and process improvements that increase uptime and reduce MTTR.

Requirements

• Proven experience managing and resolving critical S1–S3 incidents.
• Strong understanding of ITIL incident, problem, and change management practices.
• Experience leading cross-functional and vendor teams during high-pressure incidents.
• Background in 24/7/365 operations and experience analyzing incident data, including support tickets, social signals, error codes, and playback failures.
• Hands-on knowledge of Halo, JIRA, APIs, cloud platforms, ECS, Lambda, and cloud-native databases.
• Experience transitioning complex projects into live environments with monitoring, runbooks, and operational frameworks.

Nice to have

• Experience with observability tools such as New Relic, Coralogix, or Conviva.
• Familiarity with customer-impact KPIs including rebuffering rates, playback failures, and capacity alerts.

Culture & Benefits

• Permanent, full-time employment in a hybrid workplace.
• Participation in a 1-in-4 on-call rotation supporting major live events.
• 25 days of annual leave, increasing by 3 days after three years.
• Private medical insurance, life assurance, and pension contributions of up to 5%.
• Enhanced parental leave, an electric vehicle benefit option, and learning and development resources.
• Access to hirify.global, internal speaker series, events, and flexible working options.