Senior Incident Manager (Incident, Crisis & Risk Experience is a Must)

Location: Amman, Jordan; hybrid work with the option to work from home up to 2 days per week depending on team needs, plus up to 30 days per year from any location in the world. Flexible availability across time zones and participation in on-call and out-of-hours incident coverage are required.

Company

hirify.global provides technology and communications solutions for airports, airlines, borders, transportation, and government clients worldwide.

What you will do

• Oversee the end-to-end Incident Management lifecycle for all priorities across global operations.
• Lead and develop the Incident Management team, monitor queues and SLA performance, and identify restoration risks and bottlenecks.
• Coordinate communications and escalations across resolver teams, Customer Support, technical teams, engineering, SRE, and senior stakeholders.
• Chair incident governance meetings and review MTTA, MTTR, SLA, backlog, and communication-quality metrics.
• Drive trend analysis, process improvement, automation, training, documentation quality, and alignment with Problem and Change Management.
• Act as Major Incident Manager during high-severity events, leading service restoration, crisis decision-making, executive communication, and PIR, PMIR, and RCA documentation.

Requirements

• Self and business leadership, continuous improvement, and digitalization capabilities.
• Bachelor’s degree in Information Technology, Computer Science, Telecommunications, Business Information Systems, or a related field, or equivalent professional experience.
• Proven experience in Incident Management, Crisis Management, Risk Management, IT Operations, Service Management, or a related operational environment, ideally with global or regional exposure.
• Experience engaging senior customers, executives, and operational leaders, with clear and authoritative crisis communication and executive briefing skills.
• Influence, negotiation, decision facilitation, problem-solving, and analytical thinking in high-pressure, cross-functional environments.
• Knowledge of change and risk controls, collaboration across Customer Support, Technical Support, Engineering, SRE, Problem, and Change teams, and end-to-end service ownership.
• IT Service Management practices including Incident, Service Request, and Event Management.
• Crisis leadership and decision-making in time-critical environments, with a customer-centric focus on service impact and restoration.
• Operational governance, process compliance, and continuous improvement using incident data and trends.

Nice to have

• ITIL 4 Foundation or higher, strongly preferred for ITSM practice alignment.
• PRINCE2 Foundation or PMP, strongly preferred for structured coordination and stakeholder management.
• COBIT Foundation, ISO/IEC 20000 Foundation, technical certifications such as CCNA, CCNP, or cloud fundamentals, and a Risk Management Certificate.

Culture & Benefits

• Inclusive environment operating across 200 countries and 60 languages and cultures.
• Flex Day arrangements and hybrid work options based on team needs.
• Up to 30 days per year to work from any location in the world.
• Employee Assistance Program and Champion Health wellbeing support for employees and dependents.
• Professional development through LinkedIn Learning, Microsoft’s Enterprise Skills Initiative, Pluralsight, Harvard Business Publishing, Stanford, and other learning platforms.
• Competitive benefits aligned with the local market and employment status.