Major Incident Management Analyst

Location: On-site at the assigned hirify.global office in Warsaw, Poland, with daily office attendance and shift work including weekends and holidays as scheduled.

Salary: zł109,550–zł179,975; potential bonus, equity, and sales incentive payments may apply.

Company

hirify.global is a global payments technology company facilitating transactions between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories.

What you will do

• Manage high-impact, high-severity incidents with a focus on minimizing business disruptions.
• Coordinate and facilitate major-incident resolution with relevant teams, Global Support groups, clients, and vendors.
• Develop, edit, and distribute accurate internal and external incident communications according to documented processes.
• Track, update, and close assigned requests in the incident management system.
• Create incident reports and ensure incidents and changes comply with ITIL and operational policies.
• Build knowledge of application service flows, products, services, and support-team functions while improving technical skills through ongoing training.

Requirements

• Bachelor’s degree or at least 3 years of relevant work experience.
• Basic understanding of server administration, including commands and file-system navigation on Windows and Linux, network troubleshooting, database concepts, and cloud computing.
• Familiarity with the ITIL framework and best practices.
• Ability to prioritize and multitask, with flexibility and adaptability in the work approach.
• Excellent analytical and problem-solving skills, including the ability to drive multiple teams toward results.
• Ability to exercise reasonable independent judgment under minimal supervision and remain result-oriented.
• Excellent communication and customer-service skills, with dedication to improving the customer experience.
• Ability to work shifts, including weekends and holidays when requested or scheduled.

Nice to have

• Associate’s degree in IT, Computer Science, or a related field with at least 2 years of experience in IT support, major incident management, service management, or a related role; or a bachelor’s degree in IT, Computer Science, or a related field.
• Knowledge of card payment services processing.
• Interest in learning new skills and technologies through online resources and staying current with incident-management industry trends and best practices.
• Self-starter attitude and ability to acquire new skills and knowledge.

Culture & Benefits

• Work in global teams with colleagues from different cultures and time zones.
• Medical, dental, vision, pension, life insurance, annual leave, and wellness benefits may be available.
• Training and ongoing opportunities to enhance technical skills.
• hirify.global provides reasonable accommodations for candidates with disabilities during the selection process.