Incident Manager - Telecommunications

Location: Lisbon, Portugal

Salary: Not specified

Company

hirify.global is a global mobile communications provider operating a regulated telecommunications platform with proprietary eSIM technology and its own mobile core network.

What you will do

• Own the full incident lifecycle from detection and investigation through service restoration, RCA, and corrective-action closure.
• Lead major incident response and coordinate Operations, Engineering, Product, NOC, business, and customer-facing stakeholders.
• Investigate incidents using monitoring platforms, dashboards, alerts, KPIs, and operational data; assess customer, service, operational, and business impact.
• Maintain incident control through actions, risks, decisions, timelines, severity, priorities, and communications.
• Produce internal and customer-facing RCA reports and track corrective and preventive actions to completion.
• Analyse incident trends and service-health metrics while improving processes, playbooks, monitoring, and operational readiness.

Requirements

• Experience managing incidents and major incidents in a 24/7 technology, telecommunications, infrastructure, or other critical-service environment.
• Hands-on experience investigating operational issues with monitoring platforms, dashboards, alerts, KPIs, and incident data.
• Strong understanding of customer journeys, system dependencies, and impact assessment.
• Demonstrated ownership, resilience, and ability to work effectively under pressure and ambiguity.
• Confident communication skills, including stakeholder coordination and appropriate escalation.
• Experience producing high-quality RCA reports and driving corrective actions.
• Availability for a 24/7 on-call rota with strict response expectations.

Nice to have

• Experience in telecommunications, mobile services, or service assurance.
• Background in NOC, SRE, technical operations, production support, or similar operational teams.
• Knowledge of ITIL Incident, Problem, and Change Management practices.
• Experience with Jira, Confluence, Grafana, Elastic, Power BI, or Opsgenie.
• Understanding of voice, data, SMS, roaming, or mobile core technologies.
• Experience producing executive incident reports, service reviews, and operational metrics.
• Exposure to automation or scripting with Python, Go, or similar languages.

Culture & Benefits

• Collaborative, fast-paced, international work environment with open communication and a results-driven culture.
• Professional development alongside telecommunications and technology experts.
• Opportunities to work in different hirify.global offices internationally as the company grows.
• Equal-opportunity workplace that values diversity, character, innovation, and employee contribution.