Incident Management Lead Engineer (ITSM)

Location: Boston, United States of America; hybrid work environment

Base salary: $98,500.00–$141,500.00 annually, plus eligible incentive bonus.

Company

hirify.global provides investment management services to individuals and institutions building long-term financial security.

What you will do

• Lead major incident response from detection through service restoration, including bridge management, stakeholder communications, escalation, and executive engagement.
• Drive the Problem Management lifecycle, including root-cause analysis, after-action reports, known-error documentation, corrective actions, and preventive measures.
• Own and govern ITIL-aligned Incident and Problem Management processes across the technology organization.
• Facilitate operational reviews, governance meetings, Problem Review Boards, and executive service reviews.
• Maintain auditable ITSM records and develop reporting on service health, incidents, risks, SLAs, aging issues, and improvement opportunities.
• Coordinate application, infrastructure, cloud, cybersecurity, service desk, business continuity, risk, and business stakeholders while improving resilience through process optimization, automation, monitoring, and observability.

Requirements

• Bachelor’s degree or equivalent experience.
• Minimum 5–6+ years of IT Service Management experience with significant responsibility for Problem, Incident, or Major Incident Management; ITIL 4 Foundation certification is a plus.
• Strong knowledge of ITIL Incident and Problem Management, governance, root-cause analysis, known errors, corrective actions, and continual improvement.
• Experience leading Problem Review Board or Problem Management meetings, including agendas, attendee coordination, decision records, action tracking, and closure.
• Experience managing root-cause analysis and post-incident reviews using 5 Whys, Fishbone/Ishikawa, or similar structured methods.
• Strong experience with an enterprise ITSM platform such as ServiceNow, BMC Helix, Jira Service Management, or ServiceDesk Plus.
• Ability to assess technology incidents in terms of business impact on investment management, trading, portfolio management, data availability and integrity, regulatory obligations, and critical business services.
• Strong analytical, written and verbal communication, organizational, facilitation, judgment, and decision-making skills, including the ability to drive accountability without direct authority.
• Experience coordinating major incidents with Business Continuity, Disaster Recovery, Crisis Management, Enterprise Risk, Cybersecurity, and executive leadership, including escalation into enterprise crisis-management processes when thresholds are met.
• Availability for occasional evenings and weekends and participation in the Major Incident Management on-call and escalation coverage model.
• Must be currently authorized to work full-time in the United States; visa sponsorship is not available.

Nice to have

• Experience in a large enterprise, regulated, financial-services, or high-availability environment.
• Experience developing executive dashboards, incident scorecards, after-action report templates, root-cause analysis artifacts, runbooks, communication templates, and governance reporting.
• Familiarity with operational resilience, business continuity, risk management, service ownership, and audit-ready documentation.
• Experience improving observability, alerting, automation, knowledge management, and self-recovery capabilities.
• ITIL Foundation certification.

Culture & Benefits

• Collaborative culture that favors strong ideas, supports professional development, and prioritizes people and community.
• Hybrid remote/onsite work environment.
• Retirement contribution equal to 15% of base salary, separate from the company-sponsored 401(k).
• Education assistance, tuition reimbursement, discounted tutors and college coaches.
• Generous paid time off, fully paid maternity, parental, and caregiver leave, medical and dental plans, HSA contributions, commuter benefits, and flexible spending accounts.
• Wellness programs, employee assistance focused on mental health, and subsidized fitness benefits.