Asst Dir Tech Ops

Location: Hybrid, Franklin, Wisconsin, United States

Salary: $144,000–$216,000 per year; geographic-specific structures may provide $158,400–$237,600 or $165,600–$248,400 USD.

Company

hirify.global is a financial services company focused on putting clients’ interests at the center of its work.

What you will do

• Lead enterprise Major Incident Management governance, standards, policies, procedures, and operational readiness.
• Coordinate technical, operational, vendor, and business teams through Priority 1 and Priority 2 incident command, escalations, recovery, and stakeholder communications.
• Oversee 24x7 incident response coverage, on-call models, training, tabletop exercises, and simulations.
• Own Problem Management governance, root cause analysis, problem records, systemic issue resolution, and remediation visibility.
• Lead and develop Major Incident Managers, Problem Managers, and related service management professionals.
• Use operational metrics, configuration data, and ServiceNow capabilities to improve reliability, workflows, automation, reporting, data quality, and process adoption.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field.
• Eight or more years of experience in IT Operations, Service Management, Site Reliability Engineering, Infrastructure Operations, or Application Support, including five or more years leading Major Incident Management, Problem Management, Site Reliability Engineering, or IT Operations teams.
• Strong knowledge of ITIL Incident and Problem Management, ServiceNow ITSM, Change Management, and Availability Management.
• Experience managing high-pressure Priority 1 and Priority 2 outages affecting critical business services.
• Strong crisis leadership, decision-making, executive communication, stakeholder management, root cause analysis, structured problem-solving, operational governance, and continuous improvement skills.
• Ability to influence and collaborate across technical, business, and vendor teams.

Nice to have

• ServiceNow ITSM certification.
• Experience leading enterprise-scale, 24x7 operational support organizations.
• Experience implementing Problem Management and service reliability practices.

Culture & Benefits

• Full-time hybrid work arrangement.
• Leadership focus on reliability, resilience, monitoring, disaster recovery, continuity, governance, operational excellence, and measurable performance.
• Responsibilities include strategic planning, talent development, capability building, succession planning, and team development.
• Equal opportunity workplace welcoming talented individuals from diverse backgrounds.
• Compensation is based on skills, experience, market conditions, candidate location, and other hiring-process factors.