Incident Manager

🔥 18 horas atrás

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $156.000 - $168.000 / ano

⏰ Tempo Integral

🟢 Júnior

🟡 Pleno

👔 Gerente

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HealthEdge

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 2005

⚕️ Seguro de Saúde

☁️ SaaS

💳 Fintech

Healthcare Insurance • SaaS • Fintech

HealthEdge é uma empresa especializada em oferecer soluções avançadas para operadoras de saúde por meio do seu HealthRules Solutions Suite. Esse conjunto inclui um sistema digital abrangente de administração e processamento de sinistros, soluções de fluxos de trabalho (workflows) para gestão do cuidado e soluções de integridade de pagamentos, com o objetivo de ampliar a eficiência operacional e melhorar a qualidade do cuidado para os planos de saúde. Ao alavancar tecnologia integrada e automação, a HealthEdge ajuda os planos a eliminar silos de dados, aumentar a precisão dos pagamentos e elevar a experiência dos beneficiários, transformando o ecossistema de saúde para maior colaboração e acessibilidade.

Descrição

• 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.

🎯 Requisitos

• 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 IT SM 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.