Incident and Problem Manager (AI)

TL;DR

Incident and Problem Manager (AI): Leading the resolution of high-severity incidents and driving long-term problem management with an accent on integrating agentic AI and automation into operational workflows. Focus on evolving manual incident response into AI-assisted autonomous systems and managing executive communications.

Location: Onsite or Hybrid (minimum 3 days per week) in Mountain View, CA or Atlanta, GA. No immigration sponsorship available.

Salary: $88,450 – $184,250 per year

Company

hirify.global is an AI-driven digital work platform providing secure, flexible, work-from-anywhere experiences through endpoint management and virtual apps.

What you will do

• Lead critical incident bridges and coordinate cross-functional response teams to restore service quickly.
• Manage executive communications, providing real-time updates and detailed post-incident reports.
• Drive the end-to-end lifecycle of incident and problem tickets using tools like Jira and ServiceNow.
• Design and implement agentic AI capabilities to automate triage and improve response speed.
• Perform Root Cause Analysis (RCA) and trend reporting to prevent recurring systemic issues.
• Mentor junior incident managers to increase overall operational maturity.

Requirements

• 4+ years of IT operations experience, with 2+ years specifically in incident/problem management.
• ITIL Foundation certification (Intermediate/Practitioner preferred).
• Proficiency with ticketing tools such as Jira or ServiceNow.
• Strong leadership and decision-making skills under high pressure.
• Must be based in Mountain View, CA or Atlanta, GA.
• Not eligible for employment-based immigration sponsorship.

Culture & Benefits

• Competitive base salary and corporate bonus program.
• Comprehensive health insurance and disability insurance.
• 401k with matching contributions.
• Employee ownership and paid time off.
• Opportunities for professional growth.