Major Incident and Problem Manager

Location: Hybrid in Southampton, United Kingdom. The role includes flexible hybrid working and the ability to work abroad for up to 3 weeks per year.

Company

hirify.global is building and nurturing a diverse and inclusive workforce across its technology organisation.

What you will do

• Lead end-to-end responses to major technology incidents as incident commander, from declaration and mobilisation through restoration, validation, closure, and review.
• Coordinate internal teams, suppliers, business stakeholders, executives, clients, regulators, and relevant Legal, Risk, Compliance, and Communications teams.
• Own the problem management lifecycle, including prioritisation, root cause analysis, known errors, post-incident reviews, corrective actions, risk acceptance, and closure.
• Define and maintain incident and problem management policies, processes, severity criteria, templates, and operating procedures.
• Produce metrics and executive trend reporting, support audit and regulatory evidence requirements, and facilitate incident simulations and lessons-learned exercises.
• Coach incident managers, technical leads, and service owners while clarifying operational responsibilities, escalation routes, and out-of-hours response expectations.

Requirements

• Proven experience leading major incidents in a complex, business-critical technology environment.
• Strong practical knowledge of ITIL-aligned incident, major incident, and problem management processes, with ITIL Foundation certification required.
• Demonstrable experience facilitating root cause analysis and converting findings into sustainable preventative improvements.
• 8–10 years of experience supporting operational resilience, service continuity, crisis management, audit, or regulatory requirements.
• Strong understanding of service risk, critical business services, third-party dependencies, and recovery governance.
• Experience defining metrics, producing executive reporting, interpreting monitoring, service, change, and incident data, and using trend analysis to drive measurable improvement.
• Excellent written and verbal communication, facilitation, negotiation, influencing, accountability, and decision-making skills across technical teams, business stakeholders, senior executives, and suppliers.
• Experience coordinating third-party providers against contractual support, escalation, and service obligations.
• Experience using IT service management platforms to manage incidents, problems, known errors, actions, and reporting; working knowledge of infrastructure, cloud, networks, applications, cybersecurity, and service monitoring concepts.
• Ability to remain calm and decisive under pressure, manage competing priorities independently, and apply a collaborative, evidence-led, blameless approach.

Nice to have

• Advanced ITIL, SIAM, business continuity, or crisis management qualifications.
• Experience in a geographically distributed organisation and an out-of-hours support model.

Culture & Benefits

• Diverse and inclusive workplace focused on respect, growth, collaboration, accountability, learning, and continual improvement.
• In-house training for relevant technical knowledge and support for professional qualifications.
• Flexible hybrid working and the ability to work abroad for up to 3 weeks per year.
• Discretionary bonus scheme, generous holiday allowance, pension scheme, private medical insurance including eye care, and life assurance.
• Worldwide travel insurance, health and wellbeing programmes, and on-site parking.