Incident Management Associate

athenahealth•Boston, MA

2d•$59,000 - $99,000•Hybrid

About The Position

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. Incident Management Associate Position Summary athenahealth is a leading healthcare organization committed to delivering innovative and compassionate care. We leverage cutting-edge technologies to provide high-quality services to our patients and partners. The Incident Management Associate is responsible for conducting analysis of historical incidents to identify potential resolution actions and workarounds. The candidate will review incident data with stakeholders for accuracy with the goal of identifying potential trends and effectively communicate findings to senior management. To be successful the candidate should have a broad and deep understanding of technology within enterprise infrastructure and the ability to lead discussions regarding technology dependencies. As we cannot predict when an Incident may occur, the position requires a flexible work schedule including nights, weekends, and holidays. About the Team We are seeking an Incident Management Associate to join the Service Management Team in the Cloud Engineering & Operations organization. One of the Service Management team’s missions is to ensure impacted services are restored to their operational state quickly while managing risk and ongoing business impact: coordinating incident response, ensuring the priority always remains with issue resolution, and deferring diving into root cause analysis until the business impact has been resolved.

Requirements

Experience supporting technical environments in fast-paced, highly dynamic situations, and the ability to manage multiple tasks simultaneously and drive towards desired state
Strong analytical and organizational skills including encouraging cooperative problem solving
Must be technically literate and able to document and articulate technical issues in a meaningful way to both engineers and executive level management
Experience working with AI, Excel, Power BI, or other analysis tools to complete analysis of historical incidents and problems to identify hotspots
Strong understanding of IT operational processes/tools, software development paradigms, and common SaaS provider architecture
3+ years of directly related experience in a SaaS or hosted application service provider environment
2+ years of Incident/Problem Management Experience

Nice To Haves

ITILv4 and above certification preferred
Bachelor’s Degree or equivalent experience preferred

Responsibilities

Lead efforts to resolve major incidents in a timely and effective manner
Communicate transparently and honestly with all stakeholders
Manage expectations and behaviors to ensure focus remains with resolving business impacts, avoid deflection of responsibility and finger pointing by all parties involved
Promote coordination and foster a strong team spirit across parties involved in incident resolution
Keep visibility of business impact and resolution avenues being pursued throughout an incident’s lifecycle
Ensure all incident details are accurate and fully documented across the incident report, tickets, and system status dashboards
Perform other duties and projects as assigned