Major Incident Manager

TL;DR

Major Incident Manager: Leading and managing critical and major incidents from detection to resolution, ensuring adherence to policy and effective stakeholder communication. Focus on driving resolution, detailed incident documentation, and continuous process improvement in a 24/7 service environment.

Location: Hybrid in Sofia, Bulgaria. Expected to work aligned to UK Service hours and take part in on-call rotation to provide a 24/7 service.

Company

hirify.global is a global data and technology company that powers opportunities for people and businesses, redefining lending practices, preventing fraud, and simplifying healthcare.

What you will do

• Monitor incident queues and identify incident priority as P1, P2, and Sev C.
• Establish bridge calls with required stakeholders, ensuring command and control of the investigation process.
• Drive teams to resolution in line with service level agreements.
• Detail all incident activities, decisions, and actions appropriately within the incident management platform.
• Utilize strong written and verbal communication skills to provide communications to internal and external stakeholders and vendors.
• Generate Major Incident Reports and hand over to the Post Incident Review process.
• Collaborate regionally and globally to drive continuous improvement of MIM processes.

Requirements

• 3+ years of proven incident management experience (incident identification, assessment, running, response, and resolution).
• ITIL v3 or v4 Qualification and good understanding of ITIL Processes.
• Understanding of technology, ideally with a background in software and technology managed services.
• Strong stakeholder management skills, fostering trust and collaboration.
• Experience working with IT Service Management (ITSM) tools and platforms, including ServiceNow.
• Experience in one or more domains of operational risk, such as IT, process optimization, or information security.
• Verbal and written English proficiency.

Culture & Benefits

• Personal Development: Career pathway for professional growth supported by learning and development programs and unlimited access to online educational training courses.
• Work environment: Excellent work conditions with a friendly environment, recognized strong team spirit, and fun and quality recreation time.
• Social benefit package including life insurance, food vouchers, additional health insurance, monthly flex allowance, internet coverage, and corporate discounts.
• Work-life balance: 25 days paid vacation, 1 additional day off for your birthday, and extra 3 paid days for participation in Social Responsibility events.
• Opportunity for Flexible working hours and Home Office.