Incident Manager
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Full-time
Legal agreement: Employment
Compensation
USD156k - 168k/year
Shared by 
2 months ago
Responsibilities
Overview:The Incident Management role at HealthEdge is a multi-functional role working to support our hosted customers when incidents occur.Responsibilities: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 processCommunicate 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 restorationRecord 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 ITSM processes within IT OperationsKnowledge of how to support the Incident Management, Problem Management and Change Management processes while working escalated incidentsExperience with utilizing Data Dog, AppDynamics, New Relic, etc. APM tool to effectively triage issues and alertsUnderstanding and ability to troubleshoot Hyper-converged infrastructure, Software Defined Networks, Hybrid cloud environments, Virtualized environments, Unix and Windows operating systemsStrong interpersonal and teamwork skills.Ability to participate in an on-call rotationWork Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this