IT Incident Manager (AI)

Location: Remote within the United States, with up to 10% travel as needed. Candidates must be authorized to work in the United States without current or future employer sponsorship. hirify.global is not currently hiring individuals residing in Delaware, Hawaii, North Dakota, Rhode Island, Vermont, Puerto Rico, or other US territories.

Salary: $100,000–$120,000 per year, plus an eligible bonus target.

Company

hirify.global develops dental practice management technology focused on improving patient care and practice operations.

What you will do

• Lead incident bridge calls and chats, coordinating support, development, infrastructure, business teams, vendors, and senior leadership.
• Manage risks such as loss of redundancy and potential widespread outages before they affect customers.
• Communicate incident status, impact, decisions, and actions clearly to stakeholders and leadership.
• Document timelines, situation reports, impact statements, post-incident summaries, and root-cause findings.
• Analyze incident trends, track corrective actions, and recommend workflow, tooling, and service improvements.
• Mentor support and engineering teams in incident response practices and use AI tools for documentation, communications, timeline analysis, and reporting while protecting confidential data.

Requirements

• 5 or more years of increasing responsibility in IT Incident Management.
• Working knowledge of the ITIL framework and IT service management best practices.
• Hands-on experience with incident tracking, ITSM, and observability platforms such as Jira Service Management, Dynatrace, Splunk, New Relic, or similar tools.
• Experience running incidents through collaboration and documentation tools such as Microsoft Teams and Confluence.
• Familiarity with enterprise IT environments, cloud services, and infrastructure management, including some hands-on experience.
• Knowledge of IT change management best practices.
• Exceptional communication, multitasking, conflict resolution, problem-solving, and rapid decision-making skills.
• Ability to build strong partnerships across departments and organizational levels.

Nice to have

• Bachelor’s degree in Information Systems, Computer Science, or a related field.
• Exposure to Windows/Linux environments, SQL, Active Directory, and scripting.
• Experience building or maintaining AI assets such as prompts, templates, or workflows for operational documentation.
• ITIL Foundation, PMP, or relevant technical certifications.

Culture & Benefits

• Remote work within the United States with up to 10% travel.
• Health coverage, retirement savings with company match, paid time off, parental leave, wellbeing resources, and education support.
• Inclusive, supportive environment focused on innovation, collaboration, accountability, and continuous improvement.
• Full-time employment with bonus eligibility.