Incident Manager (IT)

Location: Hybrid, site-based in Milton Keynes or Glasgow, United Kingdom; office attendance required at least 12 days per month. Candidates must have the right to work in the UK.

Salary: £56,000–£84,000 per annum, depending on experience.

Company

hirify.global is a global financial services organisation with a technology and operations division developing and implementing financial solutions across on-premises and cloud-based platforms.

What you will do

• Lead major incident and problem management delivery, coordinating recovery, mitigation, escalation, and resolution activities.
• Work with technical support teams to diagnose issues, restore services, and manage incident recovery across complex infrastructure environments.
• Communicate clearly with senior technical and business stakeholders throughout the incident lifecycle.
• Monitor compliance, quality, controls, and SLAs for major incident and problem management processes.
• Lead post-incident reviews, root cause analysis, corrective and preventative actions, and continuous service improvement.
• Build service performance reporting, guide incident response teams, lead a high-performing team, and own audit response and regulatory communications.

Requirements

• Significant experience managing and resolving IT incidents and business crisis events within complex environments.
• Experience investigating incidents, troubleshooting, implementing recurrence-prevention measures, and coordinating major incident responses across multiple technical and business stakeholders.
• Knowledge and practical experience of contingency planning, disaster recovery, service resilience, and business crisis management, including response to and recovery from critical events.
• Risk management experience covering operational, security, compliance, and service resilience risk controls.
• Experience across multiple technologies and the ability to communicate technical issues to non-technical audiences.
• Practical knowledge of ITIL service management frameworks, processes, and governance; IT incident management; business crisis management; problem management; service level management; IT service portfolio management; IT risk management; service performance management; and vendor and third-party service management.
• Strong analytical, problem-solving, communication, stakeholder management, collaboration, planning, organisation, prioritisation, decision-making, and attention-to-detail skills.
• Proactive ownership and accountability for service restoration and incident outcomes, plus leadership and mentoring capability.

Nice to have

• Understanding of system and software testing, including planning, execution, and quality assurance activities.
• Degree in computer science or equivalent professional qualification or work experience.
• Spanish language skills.

Culture & Benefits

• Hybrid working pattern with site attendance at least 12 days per month.
• 30 days’ holiday plus bank holidays, increasing to 31 days after five years, with the option to purchase up to five contractual days.
• £6,000 annual car allowance, private medical insurance, income protection, death-in-service benefit, and optional discounted life assurance and critical illness cover.
• Share plans, employee product benefits, wellbeing support, flexible healthcare, mental health support, and enhanced family leave.
• Volunteering opportunities and global growth opportunities across the international network.