Incident Manager

TL;DR

Incident Manager: Orchestrating responses to critical issues, maintaining communication, and translating support data into actionable insights for bug sprint planning and LMS content. Focus on standardizing resolution paths, proactive communication, and data-backed recommendations.

Location: Hybrid, Wakefield

Salary: up to £32,550

Company

hirify.global is looking for a versatile, data-driven professional to bridge the gap between technical support engineering, internal stakeholders, and our customers.

What you will do

• Act as the central point of contact during high-priority incidents, managing the workflow between engineering, support, and product teams.
• Standardise the path to resolution to ensure no bottlenecks occur during cross-departmental handoffs.
• Conduct post-incident reviews to identify process gaps.
• Own the Voice of Support by establishing proactive and reactive communication channels for both internal staff and external clients.
• Draft technical advisories, status page updates, and internal briefings that translate complex technical issues into clear, simplified language.
• Analyse support volume and engineering trends to provide 2nd Line with data-backed recommendations for bug sprint planning.

Requirements

• Proven experience in customer service or a related field, preferably in a SaaS environment.
• Strong organisational skills and attention to detail.
• Ability to work collaboratively with internal teams and stakeholders.
• Possess the ability to portray complex technical outages or data trends into clear, concise, and professional updates across the business, including executive leadership and external clients.
• A logical thinker who relies on data to identify patterns, help prioritise engineering efforts, and drive a proactive content strategy.
• Process-Oriented: Thrives in structured environments and remains composed under the pressure of live incidents, ensuring all stakeholders follow established protocols.

Nice to have

• Experience in providing technical support.
• Knowledge of customer relationship management (CRM) tools.

Culture & Benefits

• 25 days annual leave (plus 8 days Bank Hols)
• Your birthday off
• BUPA Healthcare Cashback plan – following successful completion of probation
• Pension Scheme
• Ongoing professional development opportunities – we can offer supported study and potential funding for external qualifications
• Flexible working – we can offer part time or term time hours to suit you and your family

Hiring process

• Phone screen
• 1st stage
• 2nd stage