Incident & Problem Manager

TL;DR

Incident & Problem Manager (Smart Infrastructure): Managing incident and problem resolution processes for smart metering infrastructure with an accent on cross-functional coordination and technical root-cause analysis. Focus on driving system reliability, optimizing performance metrics, and ensuring SLA compliance within a high-pressure environment.

Location: Must be based in the UK and able to work from one of our hubs (Bristol, Glasgow, or London) on a hybrid basis (at least once a week).

Salary: £33,050–£45,000

Company

hirify.global is a leading energy company on a mission to solve the climate crisis through sustainable energy solutions and innovative smart infrastructure.

What you will do

• Coordinate and manage incident resolution activities across internal teams, IT, and third-party organizations.
• Own and develop Smart Incident Management processes to ensure optimal performance and cost-efficiency.
• Provide 24/7 incident management service for smart system emergencies via paid standby cover.
• Analyze operational data using tools like BigQuery to drive root-cause investigations and preventative measures.
• Influence cross-functional stakeholders to ensure escalation paths and operational strategies are effective.
• Conduct post-incident reviews and translate technical findings into actionable long-term improvements.

Requirements

• Must be based in the UK and able to commute to Bristol, Glasgow, or London hubs.
• Proven experience in an ITIL-aligned, process-driven service management framework.
• Strong analytical aptitude with the ability to present complex data to leadership.
• Experience working in a high-pressure, multi-platform technical environment.
• Excellent communication skills and ability to manage multiple priorities simultaneously.
• No visa sponsorship available for this role.

Culture & Benefits

• 34 days of holiday (including bank holidays).
• 9% Flex Pay (can be used for pension, cash, or flexible benefits).
• Private medical insurance and healthcare cash plans.
• Discounts on hirify.global energy plans, EV chargers, and solar products.
• Access to 8 Belonging Networks to foster an inclusive workplace.
• Cycle to work scheme and ultra-low emission car leasing deals.