Incident Manager

Altera Digital Health Inc. Canada; Canada; Hybrid; CAD 74,000 - 78,000; Full time

Job summary

A leading digital healthcare company in Canada is seeking an Incident Manager to lead the resolution of major incidents effectively. This role entails overseeing the performance of individuals involved in incident resolution and requires proven expertise in Microsoft environments and incident management. The ideal candidate will possess healthcare experience, excellent collaboration skills, and the confidence to guide critical communications. This position offers a salary range of $74,000 to $77,398 CAD and allows for both standard and remote working arrangements.

Qualifications

• Preferred experience in healthcare.
• Proven experience in critical situation management.
• Ability to control calls and ensure effective resolution.

Responsibilities

• Lead resolution of all major incidents promptly.
• Oversee individual performance in incident resolutions.
• Coordinate Root Cause Analysis report deliveries.
• Mentor junior staff in managing client expectations.

Skills

Healthcare experience

Microsoft environment expertise

Incident management

Collaboration skills

Communication skills

Tools

Microsoft Azure

MS Operating Systems

SQL Server

Job description

Incident Manager – Canada

Altera, a member of the N. Harris Computer Corporation family, delivers health IT solutions that support caregivers around the world. These include the Sunrise™, Paragon®, Altera TouchWorks®, Altera Opal, STAR™, HealthQuest™ and dbMotion™ solutions. At the intersection of technology and the human experience, Altera Digital Health is driving a new era of healthcare, in which innovation and expertise can elevate care delivery and inspire healthier communities across the globe.

About Us

We are seeking an enthusiastic and results-oriented Incident Manager to join our dynamic global team. This is a fantastic opportunity to advance your career within a leading digital healthcare company and contribute to Altera's mission of improving healthcare outcomes.

Job Responsibilities

• Leads all efforts to resolve major incidents in a timely and effective manner
• Takes responsibility for the performance of every individual deployed for major incident resolution, independently of their team of origin
• Acquires and leverages a full understanding of Service Level Agreements and operating protocols applicable to Diligent, its clients and their support partners
• Manages expectations and behaviors to ensure focus remains on resolving business impacts, avoiding deflection of responsibility and finger‑pointing by all parties involved
• Coordinates and supports the delivery of timely, thorough and accurate Root Cause Analysis reports
• Kepr visibility of existing business impacts and resolution avenues being pursued throughout incidents
• Owns, improves and maintains major incident procedures, including etiquette
• Acts as a mentor for the team, guiding more junior staff in how to manage client expectations
• Acts as the go‑to person for that specific area of expertise for other team members

Role Requirements

• Healthcare experience is preferred
• Proven experience working within a Microsoft environment, including Azure
• In‑depth knowledge of MS Operating Systems and SQL Server
• Proven experience in incident management, including critical situation management
• Excellent collaboration skills with the ability to work independently and proactively
• Confidence and assertiveness to control and guide calls, ensuring effective communication and resolution

Working Arrangements

• Standard workweek or as defined by assignment requirements
• Flexibility to work in a standard office environment or remotely
• Availability for after‑hours, on‑call support, and holidays as needed
• Expect on‑call and after‑hours work during peak times, including end of month/quarter/year; during these times, PTO is limited to meet business needs

Salary Range: $74,000 – $77,398 CAD

Altera is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by local law.