Manager, Problem Management

🕒 il y a 12 jours

🇺🇸 États-Unis – Télétravail

💵 $125 000 - $138 000 / an

⏰ Temps Plein

🟠 Senior

🔴 Expert

👔 Manager

🦅 Parrain de Visa H1B

Cette entreprise a parrainé des visas H1B par le passé.

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HealthEdge

Site WebLinkedInTous les Emplois

1001 - 5000 employés

Fondée en 2005

🏥 Santé

💼 Conseil

⚕️ Assurance santé

Healthcare • Consulting • Healthcare Insurance

HealthEdge est une entreprise spécialisée dans la fourniture de solutions avancées pour les gestionnaires de soins de santé grâce à sa suite HealthRules Solutions. Cette suite comprend un système complet de traitement administratif des réclamations numériques, des solutions de gestion des workflows de soins et des solutions d'intégrité des paiements, visant à améliorer l'efficacité opérationnelle et la qualité des soins pour les régimes de santé. En tirant parti de la technologie intégrée et de l'automatisation, HealthEdge aide les régimes de santé à éliminer les silos de données, à accroître la précision des paiements et à améliorer l'expérience des membres, transformant ainsi le paysage des soins de santé pour une meilleure collaboration et accessibilité.

Description

• Lead the Problem Management team, including the Data Operations Manager and Problem Analyst • Provide direction, coaching, performance feedback and career development support • Set team goals, conduct performance reviews and advocate for team growth and recognition • Manage hiring decisions, job descriptions, interviews and onboarding • Manage team capacity and workload distribution • Own executive accountability for the post-incident lifecycle for Severity 1 and Severity 2 events • Lead post-mortems for high-severity and cross-organizational events • Oversee weekly outage reviews, agendas and corrective-action completion • Escalate blocked, deprioritized or aging post-mortem corrective actions • Maintain visibility into the Problem Record backlog and Known Error database • Own and mature the Problem Management framework and quality standards • Drive adoption of Problem Management practices across HealthEdge business units • Integrate Problem Management with Incident Management and Change Management • Champion AI and operational intelligence outputs for prioritization, roadmap planning and executive reporting • Represent Problem Management in governance forums and ITSM working groups • Direct operational data-source, failure-pattern and toil-category priorities • Review executive dashboards and trend reports • Expand data capabilities through integrations, AI-assisted workflows and reporting automation • Present outcomes, known-error trends and operational health narratives to senior leadership • Build relationships with Engineering, Platform and Product stakeholders • Develop and own KPIs including repeat incident rate, MTTKE, action-item completion, backlog aging and toil hours reclaimed • Author or sponsor monthly and quarterly operational health summaries

🎯 Exigences

• 3+ years of people management experience, including performance management, career development and hiring for individual contributors in a technical operations or ITSM function • Experience building and developing early-stage teams • Experience influencing cross-functional teams and Engineering stakeholders • Ability to operate in a player-coach model • 7+ years of ITSM or technical operations experience • At least 3 years in a Problem Management, SRE or post-incident leadership role in a production SaaS environment • Deep familiarity with the full Problem Management lifecycle, including intake criteria, RCA methodology, corrective action governance, KEDB management and verified closure standards • Hands-on post-mortem facilitation experience at scale • ITIL v3 or ITIL 4 Foundation certification is a strong plus • Strong working knowledge of Incident Management, Problem Management and Change Management • Data literacy sufficient to direct the Data Operations Manager and evaluate analytical outputs • Familiarity with PagerDuty, ServiceNow, Salesforce, Jira, Datadog, Splunk or equivalents • Experience using or sponsoring AI-assisted workflows in an operations context is a strong plus • Polished written and verbal communication • Strong facilitation skills • Ability to translate technical failure analysis into business impact framing • Experience in a healthcare SaaS environment or regulated platform with client-facing SLA and uptime obligations is preferred • Experience building a Problem Management function from the ground up is preferred • Familiarity with SRE principles, including toil quantification, error budgets, error budgets, SLO/SLA construction and ITSM practices is preferred • Experience managing hybrid or geographically distributed teams across US and India time zones is preferred • Work authorization/residence in the US as the geographic responsibility is Remote, US • Candidates may be required to complete a pre-employment criminal background check

🏖️ Avantages

• Support for certifications (ITIL, data engineering, SRE fundamentals) • Cross-training and stretch assignments • Career development support • Remote work environment • Work across multiple time zones • May require travel dependent on company needs • Reasonable accommodations for individuals with disabilities • Equal opportunity and workforce diversity commitment