Incident Manager

🕒 March 25

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SmithRx

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

⚕️ Healthcare Insurance

☁️ SaaS

🤝 B2B

💰 $20M Series B on 2022-03

Healthcare Insurance • SaaS • B2B

SmithRx is a transparent, pass-through pharmacy benefits manager (PBM) that operates independently from insurance companies and pharmacies to align its incentives with self-insured employers and their members. By leveraging modern technology, SmithRx aims to reduce the cost and complexity of pharmacy benefits, ensuring the delivery of effective and low-cost drugs. The company is dedicated to transforming the pharmacy benefits landscape through its flat-rate, transparent pricing model and innovative cost savings programs, which connect members to the lowest cost drugs without the use of spread pricing, rebates, or other tactics. SmithRx's commitment to transparency and superior customer service results in significant savings for employers and a highly satisfactory experience for its members.

📋 Description

• Command high-severity incident bridges, directing cross-functional teams (Engineering, Plan Operations, Customer Success) toward rapid identification and mitigation of issues. • Act as the central point of contact during crises, ensuring that triage efforts remain focused, efficient, and aligned with SLAs. • Partner with stakeholders and senior leadership to provide timely, transparent, and accurate communication regarding business impact, resolution status, and recovery times. • Act as the primary representative of the incident response team to internal business units, translating deeply technical concepts into clear business updates. • Lead comprehensive blameless Post-Mortem and Root Cause Analysis (RCA) investigations to uncover underlying system or operational deficiencies. • Partner with Product and Engineering managers to translate RCA findings into actionable, prioritized roadmap items that mitigate long-term technical risks. • Continuously mature SmithRx’s incident management frameworks, on-call workflows, and alerting protocols. • Establish and maintain best practices for incident documentation, tracking metrics (e.g., MTTA, MTTR), and running tabletop exercises to prepare teams for future events.

🎯 Requirements

• 5+ years of experience in technical incident management, site reliability engineering (SRE), or IT operations, ideally within a fast-paced, highly-regulated SaaS or healthcare environment. • A proven track record of delivering results in ambiguous, high-pressure situations while keeping teams focused and calm. • Deep understanding of modern incident management protocols, ITIL frameworks, and tools (e.g., PagerDuty, Jira, Datadog). • Exceptional written and verbal communication skills, including the ability to write strategic documentation (e.g., incident reports, executive summaries, process proposals). • Demonstrated ability to influence overlapping business and technology areas without direct authority to reduce inefficiencies and improve platform reliability. • Alignment with our core values: Courage to Transform, Operate with Integrity, and Together We Succeed.

🏖️ Benefits

• Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life Insurance and AD&D Insurance • Flexible Spending Benefits • 401(k) Retirement Savings Program • Short-term and long-term disability • Discretionary Paid Time Off • Paid Company Holidays • Wellness Benefits • Commuter Benefits • Paid Parental Leave benefits • Employee Assistance Program (EAP) • Well-stocked kitchen in office locations