Incident Manager, Healthcare (Remote)

Experian

15h • Remote

About The Position

You will manage complex operational and technical incidents within a SaaS production environment, including high-severity, customer affecting events requiring rapid coordination and structured response. Lead the end-to-end incident lifecycle, including incident intake, severity assessment, escalation, bridge communication facilitation, resolution coordination, partner communication, and post-incident follow-up. Lead specialty projects to enhance the effectiveness of the Incident Response process as it pertains to internal stakeholders and external clients.

Requirements

• 5+ years' experience operating in or supporting healthcare technology or other regulated environments
• 5+ years' experience working knowledge of incident, monitoring, and service management tools (e.g., ServiceNow, Jira, xMatters, Splunk, VMWare, Citrix, SolarWinds, Dynatrace, or similar)
• 5+ years' experience managing direct reports within an Engineering or Technical environment
• 5+ years' experience creating/managing, and deploying communications to external clients using a managed platform (ServiceNow, Atlassian, Salesforce, or similar).

Responsibilities

• Manage complex operational and technical incidents within a SaaS production environment, including high-severity, customer affecting events requiring rapid coordination and structured response.
• Lead the end-to-end incident lifecycle, including incident intake, severity assessment, escalation, bridge communication facilitation, resolution coordination, partner communication, and post-incident follow-up.
• Lead specialty projects to enhance the effectiveness of the Incident Response process as it pertains to internal stakeholders and external clients.
• Engage and own handling of Incidents and process decision-making and then update the following group types: Executive and senior leadership, Engineering and operations teams, Client-facing teams and external customers during active incidents, Clients and third-party dependent vendors.
• Experience facilitating or contributing to root cause analysis (RCA), post-incident reviews, and after-action reports, ensuring corrective actions are clearly defined, tracked, and implemented to reduce recurrence.
• Commitment to continuous improvement of incident processes, documentation quality, response efficiency, and service reliability.
• Promote agreement, accountability, and shared understanding during and after incidents.

Benefits

• Great compensation package and bonus plan
• Core benefits including medical, dental, vision, and matching 401K
• Flexible work environment, ability to work remote, hybrid or in-office
• Flexible time off including volunteer time off, vacation, sick and 12-paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees