Incident & Problem Lead

Location: Hybrid in Shelton or Denver, United States; occasional domestic and international travel up to 25%.

Salary: $95,000–$125,000 annually, based on experience and qualifications.

Company

hirify.global develops healthcare technology and enterprise imaging systems used in environments where service availability is critical.

What you will do

• Own and develop US processes for major incidents, problem management, customer escalations, hypercare, and monitoring and event management.
• Establish communication practices, escalation paths, roles, and accountability across customer-facing teams and the ServiceDesk.
• Lead trend analysis, root cause investigations, corrective actions, and initiatives to prevent recurring issues.
• Monitor process adoption, identify gaps, maintain documentation, and deliver sessions on required ways of working.
• Analyze operational data and feedback to improve service quality, efficiency, and consistency.
• Partner with Engineering, Customer Operations, Cloud, Service Enablement, and global teams; support audits, automation, and operational initiatives.

Requirements

• Bachelor’s degree in Information Technology, Information Systems, a related field, or equivalent professional experience.
• Experience in IT service management, technical support operations, or enterprise software service delivery.
• Experience coordinating major incidents, managing customer escalations, or leading problem management activities.
• Understanding of incident management, problem management, root cause analysis, and corrective action practices.
• Experience developing, documenting, and improving processes across multiple teams.
• Strong analytical, critical thinking, communication, organizational, and prioritization skills, with the ability to influence stakeholders without direct reporting relationships.
• Fluent English required.
• Willingness to work occasionally outside standard business hours for critical incidents and operational needs.
• Willingness to travel up to 25%, including domestic and international travel.

Nice to have

• ITIL certification or practical experience applying ITIL service management principles.
• Experience with healthcare technology, enterprise imaging, monitoring and event management, hypercare, or service transition.
• Familiarity with IT service management platforms, reporting tools, operational dashboards, automation, and quality management systems.
• Experience working across regional and global teams to implement shared standards and participating in audits.

Culture & Benefits

• Hybrid work arrangement in Shelton or Denver.
• Competitive total rewards package with comprehensive benefits and a retirement plan with matching.
• Career development programs and an inclusive equal opportunity workplace.
• Employment is subject to a conditional-offer drug screen; customer vendor credentialing may require an additional 10-panel drug screen before on-site work.

Hiring process

• Applications are considered on a rolling basis, with an intended start as soon as possible.
• Drug screening and customer credentialing requirements apply where legally applicable and relevant to on-site work.