[Hiring] Incident Manager @SmithRx

Role Description

We are seeking a highly skilled Incident Manager to own the end-to-end incident management process across our technology and operational ecosystems. This role is a unique opportunity to protect the reliability of critical systems—like Claims and integrations—that our patients and pharmacy partners rely on every day. As an Incident Manager, you will bring order to chaos, lead cross-functional teams through high-pressure situations, and drive the systemic changes needed to prevent future disruptions.

What you will do:

• Incident Response & Resolution:
  • Command high-severity incident bridges, directing cross-functional teams (Engineering, Plan Operations, Customer Success) toward rapid identification and mitigation of issues.
  • Act as the central point of contact during crises, ensuring that triage efforts remain focused, efficient, and aligned with SLAs.
• Cross-Functional Collaboration & Communication:
  • Partner with stakeholders and senior leadership to provide timely, transparent, and accurate communication regarding business impact, resolution status, and recovery times.
  • Act as the primary representative of the incident response team to internal business units, translating deeply technical concepts into clear business updates.
• Root Cause Analysis & Prevention:
  • Lead comprehensive blameless Post-Mortem and Root Cause Analysis (RCA) investigations to uncover underlying system or operational deficiencies.
  • Partner with Product and Engineering managers to translate RCA findings into actionable, prioritized roadmap items that mitigate long-term technical risks.
• Process Improvement & Operational Excellence:
  • Continuously mature SmithRx’s incident management frameworks, on-call workflows, and alerting protocols.
  • Establish and maintain best practices for incident documentation, tracking metrics (e.g., MTTA, MTTR), and running tabletop exercises to prepare teams for future events.

Qualifications

• 5+ years of experience in technical incident management, site reliability engineering (SRE), or IT operations, ideally within a fast-paced, highly-regulated SaaS or healthcare environment.
• A proven track record of delivering results in ambiguous, high-pressure situations while keeping teams focused and calm.
• Deep understanding of modern incident management protocols, ITIL frameworks, and tools (e.g., PagerDuty, Jira, Datadog).
• Exceptional written and verbal communication skills, including the ability to write strategic documentation (e.g., incident reports, executive summaries, process proposals).
• Demonstrated ability to influence overlapping business and technology areas without direct authority to reduce inefficiencies and improve platform reliability.
• Alignment with our core values: Courage to Transform, Operate with Integrity, and Together We Succeed.

Preferred Qualifications

• Familiarity with domain-driven design and cloud-native architecture.
• Experience in the healthcare, pharmacy benefit management (PBM), or health-tech industry.
• Proven ability to work with geographically distributed teams and stakeholders.

Benefits

• Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life Insurance and AD&D Insurance.
• Flexible Spending Benefits.
• 401(k) Retirement Savings Program.
• Short-term and long-term disability.
• Discretionary Paid Time Off.
• Paid Company Holidays.
• Wellness Benefits.
• Commuter Benefits.
• Paid Parental Leave benefits.
• Employee Assistance Program (EAP).
• Well-stocked kitchen in office locations.