Sustenance Engineer (Incident Management)

TL;DR

Sustenance Engineer (Incident Management): Overseeing the end-to-end management of software-reported incidents with an accent on technical diagnosis, root cause analysis, and stakeholder communication. Focus on optimizing incident response workflows, collaborating with R&D, and implementing preventative measures to ensure system reliability.

Location: Must be based in Sandy, UT

Company

hirify.global Ltd. is a global leader in software solutions for customer experience, financial crime prevention, and public safety, serving 25,000+ businesses worldwide.

What you will do

• Act as the R&D focal point for diagnosing and replicating software bugs reported by customers.
• Facilitate effective communication between technical support, R&D teams, and other stakeholders during high-impact incidents.
• Perform comprehensive root cause analysis and maintain detailed incident documentation.
• Optimize and develop incident management tools to enhance tracking and resolution efficiency.
• Provide clear, timely status updates to stakeholders regarding incident progress and resolution timelines.
• Develop and deliver training programs for technical support and NOC teams to improve incident handling.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in technical troubleshooting within a software or IT environment.
• Proven track record of managing complex incidents and coordinating cross-functional teams.
• Strong technical knowledge of software systems and case management processes.
• Excellent analytical, problem-solving, and communication skills.
• Ability to work under pressure and manage multiple competing priorities.

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• Relevant certifications such as ITIL or Incident Management.

Culture & Benefits

• Career development opportunities within a leading innovation powerhouse.
• Exposure to global-scale enterprise software systems and complex problem-solving environments.
• Environment that prioritizes high standards and operational excellence.
• Commitment to equal opportunity and a diverse, inclusive workplace.