Incident Manager

Incident Manager Overview The Incident Management role at HealthEdge is a multi-functional role working to support our hosted customers when incidents occur. 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. Work primarily is focused on Sev1 incidents, Sev2 incidents, Problem Management, Root Cause reviews and internal escalations. Collaboration skills and 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. Geographic Responsibility: Remote, US Type of Employment: Full-time, permanent FLSA Classification (USA Only): Exempt Work Environment The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Work across multiple time zones in a hybrid or remote work environment. Long periods of time sitting and/or standing in front of a computer using video technology. May require travel dependent on company needs. Equal Opportunity Statement HealthEdge is an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities. Salary Range The annual US base salary range for this position is $156,000 to $168,000. This salary range may cover multiple career levels at HealthEdge. Final compensation will be determined during the interview process and is based on a combination of factors including, but not limited to, your skills, experience, qualifications and education. #J-18808-Ljbffr