OverviewOverview:
The Incident Management role atHealthEdgeis 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 process
- Communicate with internal stakeholders and customer stakeholders as necessary about status,resolutionand success criteria signoff.
- Record and classify received Incidents and undertake an immediate effort to restore failed services while working for most efficient time to restoration
- Record all timelines, activities,resourcesand 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,defineand manage Technical Action Plans when escalated incidents occur.
- Work primarilyis focusedon 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 hasdemonstratedthe 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 ofmanagementcommunicating issues with people,processand technology.
- Good understanding of ITSM processes withinIT Operations
- Knowledge of how to support the Incident Management, Problem Management and Change Management processes while working escalated incidents
- Experience withutilizing DataDog,AppDynamics, New Relic, etc.APM toolto effectively triage issues and alerts
- Understanding and ability to troubleshoot Hyper-converged infrastructure, Software Defined Networks, Hybrid cloud environments, Virtualized environments,Unixand Windows operating systems
- Strong interpersonal and teamwork skills.
- Ability toparticipatein an on-call rotation
Geographic Responsibility: Remote, US
Type of Employment: Full-time, permanent
FLSA Classification (USA Only): Exempt
Work 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 job:
- The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
- Work across multiple time zones in a hybrid or remote work environment.
- Long periods of time sitting and/or standing in front of a computer using video technology.
- May require travel dependent on company needs.
The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. HealthEdge reserves the right to modify, add, or remove duties and to assign other duties as necessary.
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**The annual US base salary range for this position is $156,000 to $168,000. This salary range may cover multiple career levels at HealthEdge. Final compensation will bedeterminedduring the interview process and is based on a combination of factors including, but not limited to,your skills, experience,qualificationsand education.
