Technical Incident Manager

TL;DR

Technical Incident Manager: Leading service restoration for critical incidents across global tech infrastructure with an accent on rapid troubleshooting, operational excellence, and leading under pressure. Focus on coordinating technical teams, ensuring quality communication, and driving rapid problem resolution.

Location: Hybrid in Leeds, UK

Company

hirify.global is a world-leading sports streaming platform delivering live and on-demand content to millions of fans globally.

What you will do

• Technically lead the resolution of critical incidents, managing SMEs and service restoration efforts.
• Coordinate with hirify.global teams and third-party vendors during incidents.
• Own the integrity of the Major Incident Management process, ensuring SLAs are met.
• Communicate clear and timely updates to business stakeholders.
• Provide technical guidance and mentorship during incidents, recommending improvements.
• Operationalise new features, scope monitoring needs, produce runbooks, and assess delivery risks.

Requirements

• Proven experience managing critical (S1–S3) incidents with a strong track record of resolution leadership.
• Strong understanding of ITIL practices, including incident, problem, and change management.
• Ability to lead cross-functional and vendor teams during high-pressure events.
• Experience with incident data analysis (CS tickets, social media signals, error codes, playback failures).
• Operations background in a 24/7, 365 support model.
• Hands-on knowledge of Halo, JIRA, APIs, and cloud platforms (ECS, Lambda, cloud-native databases).
• Experience with observability tools like New Relic, Coralogix, or Conviva.
• Demonstrated ability to transition complex projects into live environments.
• Workplace type: Hybrid in Leeds, UK.

Culture & Benefits

• Access to hirify.global and 25 days’ annual leave (increasing by 3 days after 3 years).
• Private medical insurance, life assurance, and pension contributions up to 5%.
• Family friendly community including enhanced parental leave.
• Electric vehicle benefit option and free access to our workplace mental health platform app (Unmind).
• Learning and development resources, opportunity for flexible working.
• Access to internal speaker series and events.