Major Incident Manager (Remote)

Availity-posted 6 days ago

Full-time • Mid Level

Remote

501-1,000 employees

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Availity delivers revenue cycle and related business solutions for health care professionals who want to build healthy, thriving organizations. Availity has the powerful tools, actionable insights and expansive network reach that medical businesses need to get an edge in an industry constantly redefined by change. At Availity, we're not just another Healthcare Technology company; we're pioneers reshaping the future of healthcare! With our headquarters in vibrant Jacksonville, FL, and an exciting office in Bangalore, India, along with an exceptional remote workforce across the United States, we're a global team united by a powerful mission. We're on a mission to bring the focus back to what truly matters – patient care. As the leading healthcare engagement platform, we're the heartbeat of an industry that impacts millions. With over 2 million providers connected to health plans, and processing over 13 billion transactions annually, our influence is continually expanding. Join our energetic, dynamic, and forward-thinking team where your ideas are celebrated, innovation is encouraged, and every contribution counts. We're transforming the healthcare landscape, solving communication challenges, and creating connections that empower the nation's premier healthcare ecosystem. The Major Incident Manager in IT is responsible for driving the resolution of critical incidents that have significant impact on business operations, services, or systems. This role acts as the central point of coordination during major incidents, ensuring that restoration efforts are effective, timely, and communicated clearly to all stakeholders. A candidate with strong cloud and observability expertise, a passion for problem-solving, and a desire to be highly visible across the organization—collaborating with all levels of IT to resolve complex issues—will thrive in this role. Technical comprehension and ability to question team actions is a must. Ability to utilize Splunk, New Relic, Grafana or other similar observability tools to query logs/current state and give direction to teams is a must. Sponsorship, in any form, is not available for this position.

Incident Coordination: Lead and coordinate the response to major IT incidents, involving relevant technical teams, vendors, and business stakeholders.
Embolden engineering teams by providing technical direction to them utilizing observability data and general knowledge about cloud architecture.
Communication Management: Maintain clear and consistent communication with internal teams, senior leadership, and external parties throughout the life cycle of the incident.
Initial Root Cause Analysis: prepare post-incident reviews, documenting findings and working with teams to identify initial root causes for customer notifications and preparation for in-depth problem management.
Process Improvement: Drive continuous improvement initiatives for incident management processes, policies, and tools.
Stakeholder Engagement: Ensure stakeholders are kept informed of incident status, impacts, and timelines for resolution.
Documentation: Record all actions taken during the incident, maintain incident logs, and produce incident reports for management review.
Compliance & Reporting: Ensure incidents are managed in line with company policies, regulatory requirements, and industry best practices.

Technical Acumen: Strong understanding of monitoring and observation tools including the ability to script queries, SaaS operations, IT infrastructure, AWS/Azure cloud services, Linux, Kubernetes, Microservice Architecture, automation, scripting, process improvement, and service management frameworks (e.g., ITIL).
Strong Analytical Thinking: Ability to assess complex technical situations and make quick, informed decisions under pressure. Knowing when and where to ask questions ensuring the quickest restoration of service. Apply risk benefit analysis to multiple impacting issues in order to prioritize remediation efforts.
Excellent Communication Skills: Skilled at delivering clear, concise information to technical and non-technical audiences verbally and in writing. The ability to negotiate difficult conversations effectively and with ease without concertation.
Leadership: Proven ability to lead and drive cross-functional teams in high-stress environments while managing expectations from the c-suite but ensuring restoration activity is not derailed.
Problem-Solving: Demonstrated capability to identify solutions and drive resolution in urgent situations.
Attention to Detail: Thorough documentation and tracking of incident progress within ServiceNow Major Incident Workbench. Familiarity with observability tools, and skill at interpreting data from those tools.
Time Management: Ability to prioritize tasks and manage multiple incidents simultaneously.

Availity is a certified “Great Place to Work”, a “Best Workplaces for Technology Companies”, a “Best Workplaces for Women” and a “Best Workplaces for Millennials”!
We offer a competitive salary, bonus structure, generous HSA company contribution, healthcare, vision, dental benefits and a 401k match program that you can take advantage of on day one!
We offer unlimited PTO for salaried associates + 9 paid holidays.
Hourly associates start at 19 days of PTO and go up from there with all the same holiday benefits.
We allow our associates to reimburse up to $250/year for gym memberships, participation in racing events, weight management programs, etc.
We offer education reimbursement!
Availity offers Paid Parental Leave for both moms and dads, both birth parents and adoptive parents.

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