Senior Associate, Major Incident & Problem Management

Location: Chicago, IL 60607, United States; other location: Irving, TX 75062, hirify.global Corporate HQ

Estimated hiring range: $88,900.00–$155,500.00 per year; incentive eligible

Company

hirify.global provides an enterprise environment focused on employee development, organizational capability, and operational performance.

What you will do

• Lead enterprise Major Incident Management and Problem Management processes to support service reliability and operational effectiveness.
• Direct P1 and P2 incident response and recovery, coordinating technical teams, vendors, and escalations to restore critical services.
• Facilitate incident bridge calls, crisis communications, executive updates, post-incident reviews, and corrective action planning.
• Manage root cause analysis, proactive problem identification, trend analysis, problem backlogs, and the Known Error Database.
• Develop ITIL-aligned policies, procedures, governance standards, escalation protocols, and continuous improvement initiatives.
• Monitor service metrics and present incident trends, root causes, performance findings, and recommendations to senior leadership and business clients.

Requirements

• 5 or more years of relevant experience required.
• Experience leading Major Incident Management and Problem Management within complex enterprise IT environments.
• Experience coordinating cross-functional technical teams, vendors, and operational processes during critical service disruptions.
• Strong knowledge of ITIL frameworks and ITSM practices, including Incident, Problem, and Change Management.
• Experience facilitating root cause analysis, post-incident reviews, and corrective action planning.
• Ability to communicate effectively with senior leadership and business clients during high-priority incidents.
• Experience with ITSM platforms, performance dashboards, service reporting, and operational metrics.
• Strong analytical, organizational, problem-solving, and continuous improvement skills.
• Ability to manage competing priorities, drive cross-functional collaboration, and make sound decisions under pressure.

Nice to have

• Relevant degree preferred.

Culture & Benefits

• Full-time position with a comprehensive benefits plan.
• Incentive eligible.
• Opportunities for personal and professional development.
• Inclusive environment supporting employee contribution and organizational capability.