Senior Incident Manager

TL;DR

Senior Incident Manager: Leading major incident coordination across cloud (Azure) and on-premise environments with an accent on rapid triage, clear escalation paths, and timely service restoration. Focus on driving root cause analysis, remediation tracking, and continuous improvement of operational processes.

Location: Colombia. Hybrid work mode.

Company

hirify.global is a global company that offers Software and Digital Engineering solutions.

What you will do

• Lead major incident coordination across cloud (Azure) and on-premise environments, ensuring rapid triage, clear escalation paths, and timely service restoration.
• Own service performance and reliability metrics, driving visibility and accountability across teams.
• Facilitate structured post-incident reviews, ensuring root cause analysis, remediation tracking, and continuous improvement of operational processes.
• Provide clear operational reporting and governance, delivering transparent service health insights to both technical teams and business stakeholders.

Requirements

• 5+ years of experience in Service Operations, Incident Management, or IT Service Delivery roles.
• Proven experience leading major incident response efforts across multiple technical teams.
• Strong understanding of ITIL practices including Incident, Problem, and Change Management.
• Experience working in hybrid environments combining Microsoft Azure cloud services and on-premise infrastructure.
• Strong analytical skills with experience defining and tracking KPIs such as MTTR, SLA attainment, incident trends, and recurrence rates.
• Experience conducting post-incident reviews and driving root cause analysis (RCA) with actionable remediation plans.

Culture & Benefits

• hirify.global hires professionals based solely on their skills and does not discriminate.