IT Incident Management Lead

TL;DR

IT Incident Management Lead: Own enterprise Incident Management and Problem Management governance, execution, and continuous improvement with an accent on major incident command, structured RCA/PIR, and long-term corrective actions. Focus on coordinating technical teams and stakeholders during critical outages while driving ITIL-aligned operational resilience and ITSM KPI reporting.

Location: Beverly Hills, CA, USA

Salary: $80,000.00 USD - $100,000.00 USD

Company

hirify.global is a global live entertainment company operating Ticketmaster, Live Nation Concerts, and Live Nation Media & Sponsorship.

What you will do

• Own and manage the end-to-end Incident Management and Problem Management lifecycle across the organization.
• Lead major incident response, acting as Incident Commander and coordinating technical teams, business stakeholders, escalations, and recovery efforts.
• Facilitate operational bridges, incident triage sessions, and stakeholder updates during critical outages.
• Run Post-Incident Review (PIR) and structured Root Cause Analysis (RCA) (e.g., 5 Whys, Fishbone, Fault Tree) and drive corrective/preventive actions to closure.
• Maintain incident/problem documentation, standards, and workflows; develop and monitor operational KPIs, SLAs, trends, and dashboards.
• Use ITSM platforms (ServiceNow, Zendesk, Jira Service Management, or equivalent) and drive continuous improvement and automation opportunities.

Requirements

• 5+ years of experience in Incident Management, Problem Management, IT Service Management (ITSM), or Service Operations.
• Proven experience leading major incident response and post-incident review processes.
• Strong understanding of ITIL Incident Management and Problem Management frameworks.
• Hands-on experience with ITSM tools such as ServiceNow, Zendesk, or Jira Service Management (or equivalent).
• Experience coordinating cross-functional technical teams during critical operational incidents.
• Excellent leadership, facilitation, communication, and stakeholder engagement skills.

Culture & Benefits

• Onsite schedule: 4 days a week.
• Medical, vision, dental, and mental health benefits for you and your family, including access to a health care concierge and FSA/HSA options.
• 401(k) with company match, stock reimbursement program, and paid time off including paid holidays, sick time, and personal days.
• Career and skill development programs (School of Live, tuition reimbursement, and student loan repayment).
• Family support programs for new parents, plus fertility, adoption, foster, and surrogacy support.