Incident Manager

Other jobs >> General

Negotiable

Permanent

Description

The Incident Management role at HealthEdge is a multi-functional role

working to support our hosted customers when incidents occur.

Main 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, 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 restoration

* Record 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 production IT Environment and IT Operations

* Knowledge of how to support the Incident Management, Problem

Management and Change Management processes while working escalated

incidents

* Understanding and ability to troubleshoot Hyper-converged

infrastructure, Software Defined Networks, Hybrid cloud

environments, Virtualized environments, Unix and Windows operating

systems

* Strong interpersonal and teamwork skills.
  • 1
  • Negotiable
  • None
  • None
  • Re-125439
  • Permanent
  • 8

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