Major Incident and Problem Manager

TL;DR

Major Incident and Problem Manager: Owning and managing major incidents and problem records end-to-end, driving root cause analysis and implementing preventative measures. Focus on maintaining world-class incident response, analysing incident data for trends, and championing best practices in ITIL and operational excellence.

Location: London, UK (Onsite)

Company

hirify.global is revolutionising the betting and gaming industry by combining cutting-edge technology with a relentless focus on customer experience.

What you will do

• Own and manage major incidents and problem records end-to-end, ensuring swift and efficient resolution.
• Drive root cause analysis to implement long-term preventative measures.
• Collaborate with global stakeholders to maintain world-class incident response.
• Deliver improvements to tooling, processes, and training materials.
• Analyse incident data to spot trends, themes, and emerging risks.
• Lead post-incident reviews and regulatory reporting where required.

Requirements

• Proven track record managing high-severity incidents in complex environments.
• Experience within the betting & gambling industry.
• Strong knowledge of ITIL processes (Foundation or Manager Certificate desirable).
• Experience in global, multi-platform technology organisations.
• Excellent communication and stakeholder management skills.
• Cool-headed crisis manager with strong analytical and problem-solving abilities.

Nice to have

• Experience managing vendor relationships and third-party incident resolution.
• Understanding of Agile methodology.
• Experience in the online gambling industry.

Culture & Benefits

• Competitive salary and pension scheme (matched to 6%).
• Ability to buy and sell holiday, plus additional "It’s Your Game" day off.
• Paid subscription to wellbeing app Unmind and LinkedIn Learning.
• hirify.global & Enhance days (2 paid days off for professional or personal development).
• Share save scheme and recognition for performance.
• Inclusive and supportive community with a focus on diversity, equity, and inclusion.