Incident Manager (IT Operations)

Location: Hybrid role based in the Matosinhos, Porto, Portugal office

Company

hirify.global provides mortgage and consumer credit portfolio servicing for national and international financial institutions in the Netherlands, combining technology, innovation, and operational excellence.

What you will do

• Drive and continuously improve Incident and Problem Management processes across the organization.
• Coordinate Major Incidents, communicate clearly with stakeholders, and minimize service impact.
• Lead Root Cause Analyses and ensure corrective and improvement actions are implemented.
• Monitor incidents, problems, risks, process adherence, service performance, and operational reporting.
• Work with Product, Engineering, Infrastructure, Operations, management, business stakeholders, and suppliers to improve service stability.
• Support operational governance, regulatory compliance, and continuous improvement initiatives.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business Information Management, a related field, or equivalent experience.
• ITIL Foundation certification and 3–5 years of experience in Incident Management, Problem Management, IT Operations, Service Management, or a similar role.
• Experience with ITSM environments, Major Incident coordination, Root Cause Analysis, supplier management, and third-party service providers.
• Experience with Jira Service Management, workflow management, KPI, SLA, and service performance reporting.
• Willingness to support Major Incidents outside standard business hours when required.
• Excellent verbal and written English communication skills required.

Nice to have

• Additional ITIL certifications.
• Experience with Power BI and dashboard development.
• Knowledge of operational risk management, governance, and control frameworks.
• Experience in financial services, fintech, or other regulated environments.

Culture & Benefits

• Young, ambitious, and dynamic organization with open communication and strong team spirit.
• Hybrid work approach shaped by the needs of the role and team collaboration.
• Competitive salary with a meal allowance.
• Onboarding and training tailored to the role.
• Opportunities for professional and personal development within a financial services environment.
• Accessible Matosinhos office with nearby public parking and public transport connections.