Incident Manager

HealthEdge • Remote,

1d • $156,000 - $168,000 • Remote

About The Position

The Incident Management role at HealthEdge is a multi-functional role working to support our hosted customers when incidents occur. This role is primarily focused on Sev1 incidents, Sev2 incidents, Problem Management, Root Cause reviews and internal escalations. It requires collaboration skills and the ability to work across technical and support teams.

Requirements

• Minimum of 2 years of experience in an incident management role.
• Understands and has demonstrated the use of methods and techniques for the assessment and management of escalated incidents.
• Excel with communication skills (written and oral), with experience interacting with all levels of management communicating issues with people, process and technology.
• Good understanding of ITSM processes within IT Operations.
• Knowledge of how to support the Incident Management, Problem Management and Change Management processes while working escalated incidents.
• Experience with utilizing Data Dog , AppDynamics, New Relic, etc. APM tool to effectively triage issues and alerts.
• Understanding and ability to troubleshoot Hyper-converged infrastructure, Software Defined Networks, Hybrid cloud environments, Virtualized environments, Unix and Windows operating systems.
• Strong interpersonal and teamwork skills.
• Ability to participate in an on-call rotation.

Responsibilities

• Coordinate and manage our Escalated Incident process activities.
• Supporting Escalated Incident Management reporting (KPIs and customer SLAs).
• Drives standard execution of the Escalated Incident Management process.
• Communicate with internal stakeholders and customer stakeholders as necessary about status, resolution and success criteria signoff.
• Record and classify received Incidents and undertake an immediate effort to restore failed services while working for most efficient time to restoration.
• Record all timelines, activities, resources and assets involved in the Incident.
• Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.).
• Own Root Cause Analysis process and delegate information requests to technical resources involved in restoration of service.
• Create, define and manage Technical Action Plans when escalated incidents occur.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed