Incident & Problem Manager (Cloud Operations)

Location: Hybrid in Mississauga, Canada

Salary: CAD 118,000–134,000 per year, plus performance-based incentives.

Company

hirify.global develops cloud-enabled enterprise imaging and PACS solutions for healthcare providers, focused on modernizing medical imaging infrastructure and protecting sensitive patient and provider data.

What you will do

• Organize and coordinate urgent and critical cloud support incidents, including ticket management, escalations, resolution tracking, and after-hours coordination.
• Lead incident and problem management processes, oversee customer SLAs, and participate in customer issue review meetings.
• Drive root-cause analysis and initiatives that improve service stability, operational procedures, and customer impact.
• Collaborate with the Change Advisory Board and cloud teams to review, approve, and safely implement system changes.
• Evaluate and improve cloud operations processes across cloud and hybrid deployments, including monitoring, alerting, incident automation, audits, and compliance.
• Guide and support the team while fostering a collaborative, accountable, cloud-first operations culture.

Requirements

• Bachelor's degree in engineering, computer science, information technology, or a related field.
• Minimum 6 years of experience in technical support management or related roles in the medical technology industry.
• Knowledge of and experience with ITIL or other ITSM frameworks and tools, ideally in cloud or SaaS environments.
• Experience managing support processes and leading teams in fast-paced environments, including cloud-hosted or hybrid infrastructure.
• Strong customer experience orientation and commitment to delivering high-quality support and customer satisfaction.
• Excellent communication and interpersonal skills, with the ability to collaborate with internal stakeholders at all levels.
• Strategic thinking, strong analytical and problem-solving abilities, and the ability to use data for decision-making and process improvement.
• Drive, willingness to learn, passion for improving healthcare, and a collaborative team-oriented approach.

Nice to have

• Bilingual English and French.

Culture & Benefits

• Agile, supportive, collaborative, and engaging environment backed by more than 40 years of product innovation.
• Education assistance for continuous learning.
• Health, dental, and vision benefits effective the month after starting.
• Monthly health spending account and RRSP matching after three months of employment.
• Home internet expense reimbursement and a minimum of four weeks of paid vacation.
• Performance-based incentives and a goal of starting the successful candidate as soon as possible.

Hiring process

• Recruitment is ongoing, and candidates are encouraged to apply or contact the hiring team as soon as possible.
• A mandatory background security screening may be performed depending on the role.