Job Description

Role Description

You will manage complex operational and technical incidents within a SaaS production environment, including high-severity, customer affecting events requiring rapid coordination and structured response.

• Lead the end-to-end incident lifecycle, including:
  • Incident intake
  • Severity assessment
  • Escalation
  • Bridge communication facilitation
  • Resolution coordination
  • Partner communication
  • Post-incident follow-up
• Lead specialty projects to enhance the effectiveness of the Incident Response process as it pertains to internal stakeholders and external clients.

Qualifications

• 5+ years' experience operating in or supporting healthcare technology or other regulated environments
• 5+ years' experience working knowledge of incident, monitoring, and service management tools (e.g., ServiceNow, Jira, xMatters, Splunk, VMWare, Citrix, SolarWinds, Dynatrace, or similar)
• 5+ years' experience managing direct reports within an Engineering or Technical environment
• 5+ years' experience creating/managing, and deploying communications to external clients using a managed platform (ServiceNow, Atlassian, Salesforce, or similar)
• Experience facilitating or contributing to root cause analysis (RCA), post-incident reviews, and after-action reports, ensuring corrective actions are clearly defined, tracked, and implemented to reduce recurrence.
• Commitment to continuous improvement of incident processes, documentation quality, response efficiency, and service reliability.
• Promote agreement, accountability, and shared understanding during and after incidents.

Benefits

• Great compensation package and bonus plan
• Core benefits including medical, dental, vision, and matching 401K
• Flexible work environment, ability to work remote, hybrid or in-office
• Flexible time off including volunteer time off, vacation, sick and 12-paid holidays

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