Major Incident Manager III

TL;DR

Major Incident Manager III (ITSM/Incident Management): Lead and coordinate major incident response to restore critical business services with an accent on incident impact assessment, bridge-call facilitation, cross-functional escalation, and executive/customer communications. Focus on driving resolution accountability, maintaining incident documentation, and running post-incident reviews with root cause and corrective actions.

Location: Remote within the United States, with the exception of California

Salary: $65,900–$85,000

Company

hirify.global provides technology solutions for financial services, helping community banks and credit unions deliver secure, seamless digital experiences.

What you will do

• Coordinate moderately complex to complex major incident response to restore critical technology and business services on time.
• Assess incident impact, urgency, and business risk to determine escalation paths and communication strategy.
• Run major incident bridge calls and drive accountability across technical teams, vendors, and business stakeholders.
• Manage competing priorities during high-pressure incidents, remove blockers, and proactively minimize business and customer impact.
• Maintain complete major incident documentation (timelines, decisions, communications) and lead post-incident reviews.
• Analyze incident trends and operational metrics to improve major incident management procedures, playbooks, and best practices.

Requirements

• Location: Must be able to work remotely within the United States, excluding California
• Minimum 4 years of experience in IT operations, infrastructure, networking, cybersecurity, systems administration, or supporting software applications.
• Experience with IT Service Management (ITSM) tools, incident tracking, or operational reporting processes (e.g., ServiceNow).
• Experience coordinating cross-functional teams during outages, service disruptions, or major incidents.
• Ability to participate in on-call rotations and support critical incidents outside normal business hours as required.

Nice to have

• Bachelor’s degree (BA/BS) in an IT-related field.
• Knowledge of Major Incident Management processes, methodologies, and industry best practices (including ITIL principles).
• Working knowledge of root cause analysis, problem management, service continuity, and operational resilience.

Culture & Benefits

• Remote work available within the United States, with travel up to 10% for team meetings, training, and conferences.
• Comprehensive benefits supporting physical, mental, and financial health.
• Culture focused on purpose, collaboration, and excellence.
• Opportunities to contribute to technology modernization and continuous improvement.

Hiring process

• Onsite interview or in-person onboarding may be required to verify identity.
• Immigration sponsorship and support are not available for this position.