Senior Critical Situation Manager (Cybersecurity)

TL;DR

Senior Critical Situation Manager (Cybersecurity): Managing high-severity customer incidents and executive escalations for a global cybersecurity leader with an accent on cross-functional coordination and incident resolution. Focus on driving root cause analysis, optimizing service delivery processes, and ensuring high customer retention during critical system outages.

Location: Belfast, Northern Ireland

Company

hirify.global is a global leader in human- and agent-centric cybersecurity, protecting data and AI agents across email, cloud, and collaboration tools.

What you will do

• Lead high-severity customer incidents and major system outages, acting as the primary communication focal point.
• Coordinate with internal cross-functional teams to drive urgent problems to resolution.
• Generate customer-facing root cause analysis (RCA) documents and evaluate SLA violations.
• Provide detailed customer updates and internal reporting on critical situations.
• Lead cross-departmental process improvements to maximize customer retention and service quality.
• Participate in a 24/7 on-call support rotation as assigned.

Requirements

• Extensive experience in customer-facing technology roles with a background in escalation management.
• Solid understanding of SaaS applications and databases.
• Basic familiarity with Linux command line environments.
• Proficiency in using AI tools for analyzing escalated situations and creating reports.
• Working knowledge of Salesforce service cloud-based systems.
• Bachelor’s Degree or equivalent and fluency in written and spoken English.

Nice to have

• Knowledge of email privacy/protection and cloud services.
• Project Management experience or PMP certification.

Culture & Benefits

• Competitive compensation and comprehensive benefits package.
• Flexible work environment with global collaboration and networking opportunities.
• Annual wellness and community outreach days.
• Strong culture based on BRAVE values (Bold, Responsive, Accountable, Visionary, Exceptional).
• Continuous recognition for contributions and professional growth.