Manager, Problem Management

Job not on LinkedIn

🔥 14 hours ago

🇺🇸 United States – Remote

💵 $125k - $138k / year

⏰ Full Time

🟠 Senior

🔴 Lead

👔 Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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HealthEdge

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2005

🏥 Healthcare

💼 Consulting

⚕️ Healthcare Insurance

Healthcare • Consulting • Healthcare Insurance

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

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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