Principal, Incident and Problem Management

Location: Remote within the United States; occasional work outside standard business hours, including evenings and weekends, may be required.

Salary: $145,000–$165,000 USD per year.

Company

hirify.global provides an insurance payments network that supports digital communications, inbound premium payments, and outbound claims disbursements for insurance carriers.

What you will do

• Define and execute incident and problem management strategies aligned with business objectives and ITIL practices.
• Design, implement, and continuously optimize processes for incident reporting, prioritization, investigation, resolution, and prevention.
• Oversee incident and problem lifecycles, lead root-cause analysis, and conduct post-incident reviews.
• Define and monitor SLAs for incident response and resolution, reporting compliance and corrective actions.
• Establish governance, documentation, audit, and compliance practices for incident and problem management.
• Use PagerDuty and Jira to manage alerting, escalations, problem tracking, and incident-to-problem workflows.

Requirements

• 10+ years of experience in IT service management, including at least 5 years focused on incident and problem management in software development environments.
• Strong understanding of software development workflows and the tools used by software engineers.
• Ability to discuss technical issues with software engineers and collaborate on effective solutions.
• Experience analyzing complex incidents, identifying root causes, and implementing preventive solutions.
• Proven ability to develop and implement incident and problem management strategies, policies, and procedures.
• Strong stakeholder communication, collaboration, and influencing skills; ITIL certification is not required.

Nice to have

• Familiarity with ITIL frameworks.

Culture & Benefits

• Remote work arrangement for candidates in the United States.
• Medical, dental, and vision insurance.
• 401(k) plan.
• Career advancement opportunities and a focus on work-life balance.
• Employment includes background screening and may include periodic checks as permitted by law and company policy.