Incident Manager (SaaS)

TL;DR

Incident Manager (SaaS): Orchestrating incident response, strategic communications, and data analytics to support engineering and product teams with an accent on incident coordination, stakeholder communication, and data-driven insights. Focus on managing high-priority incidents, standardizing resolution processes, and driving content strategy to reduce support volume.

Location: Wakefield, England, United Kingdom (Hybrid)

Salary: up to £32,550

Company

hirify.global is a product company operating in the SaaS domain.

What you will do

• Act as the central contact during high-priority incidents, coordinating engineering, support, and product teams.
• Standardize incident resolution processes and conduct post-incident reviews to identify gaps.
• Manage proactive and reactive communication channels for internal and external stakeholders.
• Draft technical advisories and status updates translating complex issues into clear language.
• Analyze support and engineering data to inform bug sprint planning and LMS content strategy.
• Maintain dashboards tracking team health and operational efficiency.

Requirements

• Proven experience in customer service or related field, preferably in SaaS.
• Strong organizational skills and attention to detail.
• Ability to communicate complex technical issues clearly to diverse audiences including leadership and clients.
• Data-driven logical thinker who prioritizes engineering efforts and content strategy.
• Process-oriented and able to manage live incidents following established protocols.
• Collaborative across multiple teams including 2nd Line, Engineering, Product, and Support.

Nice to have

• Experience providing technical support.
• Knowledge of CRM tools.

Culture & Benefits

• 25 days annual leave plus 8 bank holidays and birthday off.
• BUPA Healthcare Cashback plan after probation.
• Pension scheme and professional development opportunities.
• Flexible working options including part-time and term-time hours.
• Supportive and passionate team environment.

Hiring process

• Phone screen.
• First stage interview.
• Second stage interview.