Job DescriptionThe Incident Manager is responsible for leading the end-to-end management of IT incidents to ensure rapid restoration of service with minimal impact to business operations, customers, and users. This role coordinates cross-functional teams during major incidents, drives timely resolution, and ensures clear, consistent communication to stakeholders throughout the incident lifecycle.What You’ll DoOversee incident response, prioritization, escalation, and resolution activitiesContinuously improve incident management processes, tools, and runbooksPlay a critical role in maintaining service reliability, enforcing adherence to SLAs, and fostering a culture of accountability and continuous improvement across support teamsProvide guidance and recommendations to business and technical partners to help prevent future incidents and improve system stability and client satisfactionMaintain and uphold Incident and Problem policies and procedures in accordance with ITIL processesReview and maintain incident and problem reports and records to ensure accuracyProvide timely communications to stakeholders, leadership, & usersServe in a 24/7 on-call rotation, typically every three weeks, to support incident response and critical operational issues.What You BringBachelor's degree or advanced degree (where required)3+ years of experience in related field.In lieu of degree, 5+ years of experience in related field.What You’ll GetThe opportunity to work at the cutting edge of health care delivery with a team that’s deeply invested in the communityWork-life balance, flexibility, and the autonomy to do great workMedical, dental, and vision coverage along with numerous health and wellness programsParental leave and support plus adoption and surrogacy assistanceCareer development programs and tuition reimbursement for continued education401k match including an annual company contributionWhere You’ll WorkOur Hybrid Flex approach is built on presence with a purpose – giving you flexibility to work remotely with intentional in-person connection – that supports a workplace that’s flexible, connected, and future focused.In a Hybrid-Flex role, you’ll work in the office at least two days a week for collaboration and connection. In a Remote Flex role, you’ll work virtually, with a few in-office visits each year for meaningful moments that matter.Whether your role is Hybrid Flex or Remote Flex depends on the nature of the work and distance from our Durham headquarters. We welcome candidates from outside the local area and in any states listed on this job posting. Onsite expectations will be discussed during the interview process.#LI-HybridSalary RangeAt Blue Cross NC, we take great pride in a fair and equitable compensation package that reflects market-price and our starting salaries are typically planned near the middle of the range listed. Compensation decisions are driven by factors including experience and training, specialized skill sets, licensure and certifications and other business and organizational needs. Our base salary is part of a robust Total Rewards package that includes an Annual Incentive Bonus*, 401(k) with employer match, Paid Time Off (PTO), and competitive health benefits and wellness programs.*Based on annual corporate goal achievement and individual performance.SkillsChange Management, Incident Coordination, Incident Handling, Incident Management, Incident Resolution, Information Technology (IT) Infrastructure, Information Technology (IT) Services, Information Technology Infrastructure Library (ITIL), IT Service Management (ITSM), Major Incident Management, Preventive Action, Problem Management, Process Improvements, Technical Problem Resolution, Technical SupportAbout UsIt's an exciting time to work at Blue Cross and Blue Shield of North Carolina (Blue Cross NC). Health care is changing, and we're leading the way. We offer more than health insurance our customers can count on. We’re committed to better health and better health care − in our communities and beyond. Our employees bring energy and creativity to the workplace, and it shows in our innovative approach to improving the health and well-being of North Carolinians.Blue Cross NC is a fully taxed, not-for-profit company headquartered in Durham, North Carolina. We serve more than 4.3 million members, and we employ more than 5,000 people across the country who are passionate about making health care better for all.Help us lead the charge for better health care by joining our award-winning team. Discover tremendous opportunities with us to do challenging and rewarding work. Opportunities that can lead you to a fulfilling career, work that can help others lead healthier, happier lives.Authorization to Work in the United StatesWe use E-verify to confirm authorization to work in the United States. To learn more about E-Verify, including your rights and responsibilities, please visit E-Verify Overview for English or Visión General de E-Verify for Español.Request AccommodationsBlue Cross NC provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application or hiring process, please notify HR at HR.Staffing@bcbsnc.com.
3 days ago