Incident Manager (HYBRID: Gold River, CA)

Gainwell Technologies LLC•Rancho Cordova, CA

58d•$90,000 - $115,000•Hybrid

About The Position

As a Incident Manager (HYBRID: Gold River, CA) at Gainwell, you can contribute your skills as we harness the power of technology to help our clients improve the health and well-being of the members they serve — a community’s most vulnerable. Connect your passion with purpose, teaming with people who thrive on finding innovative solutions to some of healthcare’s biggest challenges. Here are the details on this position.Your role in our mission Incident Manager for Cloud Computing is responsible for identifying, analyzing, and resolving technical issues that disrupt operations in a timely manner; verifying business continuity by coordinating response teams; communicating updates to stakeholders; and implementing processes to prevent future incidents.

Requirements

10+ years of IT experience to include Instance Management experience resolving production issues in a Cloud (AWS) computing environment
Experience working with AWS services, architecture and operation best practices
Proficient in ITSM (IT Service Management) including incident management, documentation, and hardware
Proficiency in incident response, infrastructure, ITIL, metrics, production environments, incident reports, and technical issues
Experience working in a NOC (Network Operations Center) and SOC (Security Operations Center)
Experience working in a client-facing role
HYBRID ROLE: Considering applicants who live within a 30+ mile radius of Gold River, California who are able work onsite 2 days per week. May require additional onsite to attend meetings and collaborations in the office as needed.
Requires 24/7 on-call availability to manage and resolve critical incidents as they arise
Opportunities to travel through your work (0-10%)
Willingness to work a flexible schedule to accommodate business needs and travel as required.
Video cameras must be used during all interviews, as well as during the initial week of orientation.

Responsibilities

Use of strong analytical, problem-solving, and communication skills to effectively lead during critical situations
Lead the incident management process and oversee team members involved in resolving incidents.
Quickly detect service disruptions, assess their impact, and escalate critical incidents to the appropriate teams
Assemble and lead cross-functional teams to investigate, diagnose, and resolve incidents, assigning tasks and managing resource allocation
Provide clear and timely updates to stakeholders regarding incident status, mitigation efforts, and resolution timelines
Conduct post-incident reviews to identify the root causes of incidents, develop preventative measures, and improve future response strategies
Develop, document, and maintain incident management procedures, including escalation protocols and best practices
Track incident metrics, analyze trends, and generate reports to identify areas for improvement and inform decision-making
Work closely with Infrastructure, operations, and support teams to resolve incidents efficiently.
Create reports as required to establish that all required SLAs are being meet for the project