Major Incident Manager Lead

Overview

The Incident Manager drives technical support teams to recover services during periods of service disruption or outages to key technology platforms/applications. Work assignments are often straightforward and of moderate complexity. The role establishes policies, processes and systems for the implementation of a quality incident management process. Monitors trends in incidents and issues. Understands own work area professional concepts/standards, regulations, strategies and operating standards.

Makes decisions regarding own work approach/priorities, and follows direction. Work is managed and often guided by precedent and/or documented procedures/regulations/professional standards with some interpretation.

Salary Range $100,000-$130,000 year

Benefits

Summary:

• Discretionary Annual Incentive.
• Comprehensive Medical Coverage:
  Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
• Family Support:
  Maternal & Parental Leaves.
• Insurance Options:
  Auto & Home Insurance, Identity Theft Protection.
• Convenience & Professional Growth:
  Commuter Benefits & Certification & Training Reimbursement.
• Time Off:
  Vacation, Time Off, Sick Leave & Holidays.
• Legal & Financial Assistance:
  Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

• The Incident Manager drives technical support teams to recover services during periods of service disruption or outages to key technology platforms/applications.
• Work assignments are often straightforward and of moderate complexity.
• Establishes policies, processes and systems for the implementation of a quality incident management process.
• Monitors trends in incidents and issues.
• Understands own work area professional concepts/standards, regulations, strategies and operating standards.
• Makes decisions regarding own work approach/priorities, and follows direction.
• Work is managed and often guided by precedent and/or documented procedures/regulations/professional standards with some interpretation.

• Must have at least 3 years of Incident Management/Major Incident Management experience.
• Bachelor's Degree in Business, Computer Science, or a related field or equal experience
• Comprehensive knowledge of Microsoft Office applications, including Word, Excel, and Visio
• Experience in problem analysis and process documentation
• Experience working in cross-functional, collaborative teams
• Experience with Software Development Lifecycle and Waterfall or Agile Development Methodologies
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences
• Must have ITIL v4 certification.
• Previous experience in the health care industry
• Experience with the Consumer domain

• Same as above:
  Bachelor’s Degree in Business, Computer Science, or related field or equal experience