Incident Manager

🔥 3 minutes ago

🇺🇸 United States – Remote

💵 $156k - $168k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

👔 Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

HealthEdge

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2005

⚕️ Healthcare Insurance

☁️ SaaS

💳 Fintech

Healthcare Insurance • SaaS • Fintech

HealthEdge is a company that specializes in providing advanced solutions for healthcare payers through its HealthRules Solutions Suite. This suite includes a comprehensive digital claims administration processing system, care management workflow solutions, and payment integrity solutions, which aim to enhance operational efficiency and improve quality of care for health plans. By leveraging integrated technology and automation, HealthEdge helps health plans eliminate data silos, increase payment accuracy, and elevate member experience, thereby transforming the healthcare landscape for better collaboration and accessibility.

📋 Description

• 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 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.