Lead IT Incident Manager

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OpenLoop

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2020

☁️ SaaS

🤝 B2B

🏢 Enterprise

💰 $15M Series A - OpenLoop Health on 2023-03

SaaS • B2B • Enterprise

OpenLoop is a white-label telehealth platform and managed services provider that helps organizations launch and scale virtual care programs. It combines SaaS-based, brandable technology (scheduling, booking, payments, EHR/API integrations) with clinical staffing, credentialing, payer coverage and RCM, regulatory/legal support, and 24/7 patient support. OpenLoop serves health plans, hospitals and health systems, retailers, employers and digital health companies with AI-powered operations, a nationwide clinician network and broad insurance coverage including Medicare and Medicaid.

📋 Description

• Act as an agent of change to migrate the organization from ad-hoc, Slack-based support to structured, ticket-based workflows using JIRA and Monday.com • Lead incident response as the primary "showrunner," providing data-driven updates and managing stakeholder expectations during high-pressure outages. • Design and scale incident management playbooks to support rapid company growth, including M&A-related technology integrations (e.g., Okta provisioning, system migrations). • Coordinate global, "follow-the-sun" support models, managing BPO/contractor teams to ensure 24/7 service stability. • Conduct post-incident reviews (RCAs) to identify trends, oversee corrective measures, and establish long-term preventive strategies.

🎯 Requirements

• Bachelor’s degree in IS, Computer Science, or equivalent • 5+ years leading enterprise applications or business systems; 3+ years in a Stakeholder Management role • Deep understanding of ITIL frameworks; proven ability to manage incidents in high-growth, complex technical environments. • Strong hands-on experience with the Atlassian ecosystem (JIRA/Confluence) and modern PM platforms (monday.com) • Exceptional ability to synthesize complex technical failures into business-impacting trade-offs for executive leadership. • Proven track record in managing global, distributed teams and executing large-scale system integrations (M&A focus). • Calm under pressure, critical thinker, and effective at cross-functional stakeholder management. • Experience with technology integrations (Okta tenant provisioning, system migrations) and the ability to scale incident management processes as the organization doubles its patient count

🏖️ Benefits

• Medical, Dental, and Vision plans • Flexible Spending/Health Savings Accounts • Flexible PTO • 401(k) + Company Match • Life Insurance, Pet insurance, and more