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Incident Manager

Company: HealthEdge
Location: Lincoln
Posted on: May 27, 2023

Job Description:

The Incident Management role at HealthEdge is a multi-functional role working to support our hosted customers when incidents occur. The ideal candidate for this role will come from a Support Engineering or DevOps background and have at least 2 years of experience in Incident Management. We are seeking someone with the ability to troubleshoot technical issues ranging from desktop to network, midrange or server issues within a fast paced, high pressure environment. Your goal will be to guide our internal teams and resources in diagnosing the root cause, understanding the 'how' and 'why' of the incident, and provide actionable solutions and documentation to all effected parties. This role will be remote, EST preferred, with travel a few times a year to our Burlington, MA office for collaboration weeks with the team.
What you will do:

  • 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.

    What you bring:

    • 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 production IT Environment and IT Operations

    • Knowledge of how to support the Incident Management, Problem Management and Change Management processes while working escalated incidents

    • 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.

      HealthEdge commits to building an environment and culture that supports the diverse representation of our teams. We aspire to have an inclusive workplace. We aspire to be a place where all employees have the opportunity to belong, make an impact and deliver excellent software and services to our customers.
      Geographic Responsibility: While HealthEdge is located in Burlington, MA you may live anywhere in the U.S.
      Type of Employment: Full-time, permanent
      FLSA Classification (USA Only): Exempt
      Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

      • 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.

        The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. HealthEdge reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in compliance with the Americans with Disabilities Act of 1990. Candidates may be required to go through a pre-employment criminal background check.
        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.
        Job Locations US-Remote
        ID 2023-2218
        Category Information Technology
        Position Type Full-Time
        HealthEdge provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Keywords: HealthEdge, Lincoln , Incident Manager, Executive , Lincoln, Nebraska

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