[Hiring] Technical Incident Lead @DMS Vision

Role Description

The customer wants a skilled professional for cross-functional teams that quickly address Sev-1 and Sev-2 incidents across applications, infrastructure, and integration. This team proactively collaborates to identify root causes and implement permanent fixes, helping maintain uptime, reduce business impact, and strengthen stakeholder trust. An ideal candidate should be able to view the end-to-end ecosystem and deliver the services across Change, Incident and Problem Management with inputs to IT Strategy including contribution to automation, self-healing, and knowledge fabric creation using AI/Gen-AI.

• Incident response: Technically Lead and drive the different teams troubleshoot the cross-functional major incidents to restore services quickly.
• Technical Coordination: Manage and guide technical support and engineering teams during an incident to pick the path for troubleshooting.
• Root cause analysis: Investigate the underlying causes of incidents to prevent future recurrences.
• Post-incident review: Lead post-mortem meetings to capture lessons learned and ensure proper transition to problem management.
• Drive automation, self-healing, and knowledge fabric creation using AI/Gen-AI.
• Own the repeating issues to troubleshoot and get them fixed permanently.

Qualifications

• Bachelor’s/ Master’s degree with 10+ years of experience in the healthcare payer domain.
• Strong understanding of Applications IT infrastructure, databases, and related technologies.
• Experience with ITSM protocols, with knowledge of frameworks like ITIL being highly beneficial.
• Excellent verbal, written, and interpersonal skills to communicate complex technical information to both technical and non-technical audiences.
• Ability to lead and motivate diverse teams under pressure and make critical decisions.
• Strong analytical skills to diagnose issues and develop effective solutions.
• The ability to manage multiple incidents and tasks simultaneously.

Company Description