[Hiring] Senior Incident Response Analyst @HealthEdge

Role Description

The Incident Management role at HealthEdge is a multi-functional role working to support our hosted customers when incidents occur.

• Coordinate and manage our Major Incident process activities.
• Supporting Major Incident Management reporting (KPIs and customer SLAs).
• Drives standard execution of the Major 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 towards the 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.).
• Partner with Problem Management on the RCA process and delegate information requests to technical resources involved in restoration of service.
• Create, define, and manage Technical Action Plans when major incidents occur.
• Work primarily is focused on Sev1 and Sev2 incidents, Problem Management partnership, Root Cause reviews and internal escalations.
• Collaboration skills and ability to work across technical and support teams.

Qualifications

• Minimum of 2 years of experience in a major 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 across all levels of management and communicating issues with people, process and technology.
• Good understanding of ITSM processes within IT Operations.
• Knowledge of how to support the Incident Management, Problem Management and Change Management processes while working escalated incidents.
• Experience with utilizing Data Dog or other APM tools (AppDynamics, New Relic, Dynatrace, Solarwinds, etc.) to effectively triage issues and alerts.
• Understanding and ability to troubleshoot Hyper-converged infrastructure, Software Defined Networks, Hybrid cloud environments, AWS cloud environments, Virtualized environments, Unix and Windows operating systems.
• Strong interpersonal and teamwork skills.
• Ability to participate in an on-call rotation.

Requirements

• Remote, US.
• Full-time, permanent.
• Exempt (FLSA Classification - USA Only).

Work Environment

• 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.

Benefits

• The annual US base salary range for this position is $115,000 to $130,000.
• This salary range may cover multiple career levels at HealthEdge.
• Final compensation will be determined during the interview process and is based on a combination of factors including, but not limited to, your skills, experience, qualifications and education.

Company Description

HealthEdge® offers AI-powered operational infrastructure for health insurance companies, guaranteeing an enduring financial edge in an increasingly competitive market. We're experiencing strong market momentum, with a growing number of health plans choosing HealthEdge to modernize their operations and compete more effectively. As we expand, we're investing in the people who power that growth, making this a pivotal moment to join us and shape the future of healthcare technology. Learn more at HealthEdge.com.