Incident Management Associate (Full-Time)

Alpha Home Health and Hospice; Quincy (MA); On-site; USD 120,000 - 160,000; Full time

Job summary

Alpha Home Health and Hospice seeks an experienced Incident Manager to lead end-to-end management of high-impact technology incidents, minimizing business disruption and restoring services rapidly.

You will act as the central coordinator during major incidents, engaging cross-functional teams, stakeholders, and executive leadership to drive continuous service improvement.

Qualifications

• Bachelor's degree in IT, Business, or related fields.
• 10+ years of incident management or IT operations experience.
• Proficiency with monitoring tools like Dynatrace, Splunk, and automation platforms.
• Strong understanding of ITIL, incident management, and enterprise environments.
• Excellent communication skills, including bilingual proficiency in English and Spanish.
• Leadership ability to manage high-pressure situations and coordinate diverse teams.

Responsibilities

• Leading resolution of critical incidents based on operational and business priorities.
• Facilitating incident response activities, communication, and escalation.
• Coordinating cross-team efforts, monitoring incident progress, and ensuring process adherence.
• Conducting root cause analysis, trend identification, and recommending strategic improvements.
• Reporting on key metrics and supporting crisis management and business continuity activities.
• Mentoring junior team members and promoting automation and analytics adoption.

Skills

Incident management

IT operations

Monitoring tools

ITIL

Leadership

Communication

Bilingual English/Spanish

Education

Bachelor's degree

Tools

Dynatrace

Splunk

Automation platforms

Job description

Role Overview

The Incident Manager leads the end-to-end management of high-impact technology incidents, aiming to minimize business disruption, restore services swiftly, and support service improvement initiatives. This role acts as the central coordinator during major incidents, engaging cross-functional teams, stakeholders, and executive leadership.

The Incident Manager leads the end-to-end management of high-impact technology incidents, aiming to minimize business disruption, restore services swiftly, and support service improvement initiatives. This role acts as the central coordinator during major incidents, engaging cross-functional teams, stakeholders, and executive leadership.

Responsibilities Include

• Leading resolution of critical incidents based on operational and business priorities.
• Facilitating incident response activities, communication, and escalation.
• Coordinating cross-team efforts, monitoring incident progress, and ensuring process adherence.
• Conducting root cause analysis, trend identification, and recommending strategic improvements.
• Reporting on key metrics and supporting crisis management and business continuity activities.
• Mentoring junior team members and promoting automation and analytics adoption.

Qualifications & Skills

• Bachelor's degree in IT, Business, or related fields.
• 10+ years of incident management or IT operations experience.
• Proficiency with monitoring tools like Dynatrace, Splunk, and automation platforms.
• Strong understanding of ITIL, incident management, and enterprise environments.
• Excellent communication skills, including bilingual proficiency in English and Spanish.
• Leadership ability to manage high-pressure situations and coordinate diverse teams.

This role requires participation in a 24x7 support model, including shifts, on-call rotations, and weekend coverage. The position emphasizes operational discipline, risk management, stakeholder engagement, and continuous process improvement to ensure service stability and resilience.