Director, Incident & Problem Management

TL;DR

Director, Incident & Problem Management (IT Operations): Leading the global NOC and Problem Management functions to ensure operational stability and root cause remediation across 400+ products with an accent on service resilience and maturity. Focus on shifting from reactive incident handling to predictive operations through data analytics and AI-driven capabilities.

Location: Must be based in Westlake, Texas

Company

hirify.global is a global leader in data and software services, providing reliability and performance for over 400 products worldwide.

What you will do

• Lead global NOC and Problem Management teams operating 24/7 across multiple regions.
• Own the end-to-end major incident management process, including escalation, coordination, and executive communication.
• Implement a structured problem management framework to drive high-quality root cause analysis (RCA) and permanent fixes.
• Identify systemic risks and operational weaknesses to improve service reliability, uptime, and customer impact metrics.
• Introduce automation and AI-driven capabilities to improve incident detection, triage, and response.
• Build and scale a high-performing, globally distributed technical operations team.

Requirements

• 10+ years of experience in IT operations, incident management, or service delivery leadership.
• Proven experience leading global, distributed teams in a 24/7 production environment.
• Deep understanding of incident and problem management frameworks, specifically ITIL.
• Strong data-driven mindset with experience using dashboards and reporting tools for operational insights.
• Ability to operate under pressure and communicate directly with senior leadership during critical events.
• Location: Must be based in Westlake, Texas

Culture & Benefits

• Opportunity to drive a step-change in operational maturity for a global software leader.
• High-visibility leadership role with direct impact on service outcomes.
• Collaborative environment partnering with Product, Engineering, and Support teams.
• Equal opportunity employer following federal and state fair employment practices.