Critical Incident, Change and Problem Lead

TL;DR

Critical Incident, Change and Problem Lead: Lead service restoration, problem resolution, and change management in technology-driven environments with an accent on incident escalation, root-cause analysis, and risk-mitigating change execution. Focus on post-incident reviews, permanent fixes for recurring issues, and facilitating CAB approvals to improve service reliability.

Location: Remote (US)

Salary: $71,600.00 - $121,500.00 USD

Company

hirify.global is a technology company focused on high-speed connectivity and a people-first culture.

What you will do

• Lead critical incidents to restore services quickly, coordinating clear communication with teams and stakeholders.
• Escalate issues promptly and drive cross-team resolution.
• Run post-incident reviews to identify root causes and implement preventive measures.
• Investigate recurring issues and deliver permanent solutions to minimize service disruptions.
• Manage change processes, facilitate Change Advisory Board (CAB) meetings, and monitor change impact.
• Apply design thinking principles to improve processes and user experience.

Requirements

• Strong experience managing incidents, problems, and changes in technology-driven environments.
• Excellent verbal and written communication skills; ability to multitask and prioritize under pressure.
• Proven ability to escalate effectively and collaborate across teams.
• Familiarity with design thinking principles for process improvements and innovative solutions.

Nice to have

• ITIL certification or equivalent service management experience.
• Knowledge of incident tracking tools and systems.
• Experience in fast-paced, technology-driven environments.

Culture & Benefits

• Flexible work environment with remote setup for eligible roles.
• Comprehensive benefits package including medical, dental, and vision plans.
• 401(K) participation with company matching (USA) and additional retirement programs.
• Paid sick leave, vacation time, and company-paid holidays.
• Employee Assistance Program (EAP) and Employee Stock Purchase Program (ESPP).

Hiring process

• Interviews to assess incident/problem/change leadership, communication, and service management experience.
• Evaluation of fit for fast-paced operational execution and cross-functional collaboration.