Lead IT Incident Management Analyst (ITSM)

TL;DR

Lead IT Incident Management Analyst (ITSM): Leading and optimizing the Incident Management practice across IT Operations with an accent on Major Incident coordination and ServiceNow expertise. Focus on improving service reliability, managing SLA governance, and translating technical incident data into business-impact communications.

Location: Remote (Must be based in the USA)

Company

hirify.global is a provider of IT Service Management and benefits administration solutions.

What you will do

• Lead Incident and Major Incident response activities, including triage, escalation, bridge facilitation, and service restoration tracking.
• Coordinate responses across technical, operational, and business teams during high-impact events.
• Manage SLA/OLA governance, including reporting, breach review, and performance tracking.
• Translate technical details into business-impact updates, executive summaries, and client-facing communications.
• Facilitate post-incident reviews to identify lessons learned and track corrective actions through completion.
• Partner with observability teams to refine monitoring, alerting, and service health metrics based on incident trends.

Requirements

• Bachelor’s degree in Information Technology or a related field.
• Minimum 5 years of experience in IT Service Management, IT Operations, or Incident Management.
• Demonstrated experience coordinating Major Incident processes in a multi-team enterprise environment.
• Must be based in the USA.
• Strong proficiency with ServiceNow or a similar ITSM platform.
• Practical understanding of ITIL-aligned Incident, Problem, Change, and SLA Management.

Nice to have

• ITIL Foundation certification.
• Experience supporting incident response in AWS-hosted or hybrid cloud environments.
• Experience in complex, high-availability, or client-facing technology environments.

Culture & Benefits

• Virtual/remote work arrangement.
• Role with process authority and influence within a matrixed organization.
• Equal Opportunity Employer committed to diversity and inclusion.