Lead IT Incident Manager

OpenLoop Health

2d•Hybrid

About The Position

OpenLoop is looking for an IT Incident Manager to join our team remotely or at HQ in Des Moines, IA. In this role, you will be acting as the incident commander, holds the responsibility of managing the organization’s incident response, which includes communication to the stakeholders, coordinating with relevant teams for incident resolution and acting with urgency.

Requirements

Bachelor’s degree in IS, Computer Science, or equivalent.
5+ years leading enterprise applications or business systems
3+ years in a Stakeholder Management role
Deep understanding of ITIL frameworks
Proven ability to manage incidents in high-growth, complex technical environments.
Strong hands-on experience with the Atlassian ecosystem (JIRA/Confluence) and modern PM platforms (monday.com)
Exceptional ability to synthesize complex technical failures into business-impacting trade-offs for executive leadership.
Proven track record in managing global, distributed teams and executing large-scale system integrations (M&A focus).
Calm under pressure, critical thinker, and effective at cross-functional stakeholder management.
Experience with technology integrations (Okta tenant provisioning, system migrations) and the ability to scale incident management processes as the organization doubles its patient count

Responsibilities

Act as an agent of change to migrate the organization from ad-hoc, Slack-based support to structured, ticket-based workflows using JIRA and Monday.com
Lead incident response as the primary "showrunner," providing data-driven updates and managing stakeholder expectations during high-pressure outages.
Design and scale incident management playbooks to support rapid company growth, including M&A-related technology integrations (e.g., Okta provisioning, system migrations).
Coordinate global, "follow-the-sun" support models, managing BPO/contractor teams to ensure 24/7 service stability.
Conduct post-incident reviews (RCAs) to identify trends, oversee corrective measures, and establish long-term preventive strategies.