Service Stability Lead (Connectivity)

TL;DR

Service Stability Lead (Connectivity): Managing end-to-end high-severity incidents and problem management to ensure rapid service restoration and permanent resolution of root causes. Focus on leading major incident bridge calls, driving Root Cause Analysis (RCA), and implementing permanent fixes via Change Management.

Location: Hybrid (Cyberjaya, Malaysia)

Company

hirify.global is a cloud service specialist that designs, implements, and manages multi-cloud solutions, innovative communication tools, and high-performance networking.

What you will do

• Lead and coordinate Critical Incidents (P1/MI/MSI) to drive rapid service restoration and manage incident bridge calls.
• Own the end-to-end Problem Management lifecycle, ensuring Major Incidents transition into Problem records.
• Drive and quality assure Root Cause Analysis (RCA) and produce Post-Incident Reviews (PIRs) and Service Incident Reports (SIRs).
• Ensure traceability between Incidents, Problems, Known Errors, and Change requests to prevent recurrence.
• Analyze incident data to identify recurring trends, systemic weaknesses, and service risks.
• Govern and improve ServiceNow tooling to enhance data quality and reporting integrity.

Requirements

• ITIL Foundation (v4) or equivalent experience.
• Proven experience managing Major Incidents in a 24/7 environment.
• Experience owning the end-to-end Problem Management lifecycle.
• Experience working within an MSP / Managed Services environment.
• Strong incident leadership and decision-making skills under pressure.
• Excellent stakeholder and customer communication skills.

Culture & Benefits

• Competitive salary based on experience.
• Opportunity to work with a dynamic international team.
• Training and development provided.
• Career progression opportunities within different divisions and departments.

Hiring process

• Application and initial screening.
• Interview with the Talent Acquisition team.
• Technical review and final interviews.