Incident Management Associate (Full-Time)

Role Overview The Incident Manager leads the end-to-end management of high-impact technology incidents, aiming to minimize business disruption, restore services swiftly, and support service improvement initiatives. This role acts as the central coordinator during major incidents, engaging cross-functional teams, stakeholders, and executive leadership. The Incident Manager leads the end-to-end management of high-impact technology incidents, aiming to minimize business disruption, restore services swiftly, and support service improvement initiatives. This role acts as the central coordinator during major incidents, engaging cross-functional teams, stakeholders, and executive leadership. Responsibilities Include Leading resolution of critical incidents based on operational and business priorities. Facilitating incident response activities, communication, and escalation. Coordinating cross-team efforts, monitoring incident progress, and ensuring process adherence. Conducting root cause analysis, trend identification, and recommending strategic improvements. Reporting on key metrics and supporting crisis management and business continuity activities. Mentoring junior team members and promoting automation and analytics adoption. Qualifications & Skills Bachelor's degree in IT, Business, or related fields. 10+ years of incident management or IT operations experience. Proficiency with monitoring tools like Dynatrace, Splunk, and automation platforms. Strong understanding of ITIL, incident management, and enterprise environments. Excellent communication skills, including bilingual proficiency in English and Spanish. Leadership ability to manage high-pressure situations and coordinate diverse teams. This role requires participation in a 24x7 support model, including shifts, on-call rotations, and weekend coverage. The position emphasizes operational discipline, risk management, stakeholder engagement, and continuous process improvement to ensure service stability and resilience. #J-18808-Ljbffr Alpha Home Health and Hospice