Senior Incident Response Analyst

HealthEdge•Remote,

3d•$115,000 - $130,000•Remote

About The Position

The Incident Management role at HealthEdge is a multi-functional role working to support our hosted customers when incidents occur. HealthEdge offers AI-powered operational infrastructure for health insurance companies, guaranteeing an enduring financial edge in an increasingly competitive market. We're experiencing strong market momentum, with a growing number of health plans choosing HealthEdge to modernize their operations and compete more effectively. As we expand, we're investing in the people who power that growth, making this a pivotal moment to join us and shape the future of healthcare technology.

Requirements

Minimum of 2 years of experience in a major 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 across all levels of management and 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 or other APM tools (AppDynamics, New Relic, Dynatrace, Solarwinds, etc.) to effectively triage issues and alerts
Understanding and ability to troubleshoot Hyper-converged infrastructure, Software Defined Networks, Hybrid cloud environments, AWS 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 Major Incident process activities.
Supporting Major Incident Management reporting (KPIs and customer SLAs)
Drives standard execution of the Major 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 towards the 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.)
Partner with Problem Management on the RCA process and delegate information requests to technical resources involved in restoration of service.
Create, define, and manage Technical Action Plans when major incidents occur.
Work primarily is focused on Sev1 and Sev2 incidents, Problem Management partnership, Root Cause reviews and internal escalations.
Collaboration skills and ability to work across technical and support teams.