Incident Management Manager

Davita Inc.; Raleigh (NC); Remote; USD 90,000 - 130,000; Full time

Job summary

A leading company in healthcare is seeking an Incident Management Manager for their remote team. This role involves overseeing incident management processes, facilitating cause analysis for high-priority technology incidents, and collaborating with various technical teams. The ideal candidate should possess strong organizational and communication skills in a fast-paced environment, along with experience in major incidents and familiarity with ITIL principles.

Qualifications

• Major incident experience is a big plus.
• Understanding of ticketing systems, especially ServiceNow.
• Experience with agile development methodologies.

Responsibilities

• Manage restoration of services with an enterprise technology focus.
• Work with technical and operations contacts on high-priority incidents.
• Gather and report on metrics for Service Management.

Skills

Organized

Responsive

Proactive

Strong communication

Multitasking

Problem solving

Tools

ServiceNow

Automation (Python, PowerShell)

Job description

Job Title: Incident Management Manager

Location: 100% Remote

Duration: 6+ Months (Temp to Perm Hire)



Job Description:

• We are looking for a Service Management Specialist to join our Incident Management team within the Operations Control Center (OCC).


• The OCC is the organizational unit responsible for Incident, Problem, Event, and Change functions.


• The Service Management Specialist will work with technical and operations contacts across the enterprise on the highest priority enterprise technology incidents.


• The ideal candidate is highly skilled in facilitating direct cause analysis and managing restoration of services with an enterprise technology focus.

Preferred Skills:

• Major incident experience is a big plus.


• Understanding of ticketing systems (esp. ServiceNow).


• Strong under pressure, organized, responsive, proactive.

Nice to Have (Not Required):

• Automation experience (Python, PowerShell).


• Familiarity with ITIL framework.

Soft Skills:

• Can handle fast-paced environments.


• Strong communication and ownership.


• Can multitask and prioritize well under pressure.

Here is What You Can Expect on a Typical Day:

• Incident report tool experience (ServiceNow)


• Leverage diverse ideas, experiences, thoughts and perspectives to the benefit of the organization??


• Experience with agile development methodologies


• Knowledge of business concepts tools and processes that are needed for making sound decisions in the context of the company's business


• Ability to learn new skills and knowledge on an on-going basis through self-initiative and tackling challenges


• Excellent problem solving, communication and collaboration skills


• Proven experience working in application or infrastructure related technology roles, technology risk, or controls functions


• Practical understanding of technology stacks including cloud services and core infrastructure components (including network, application architecture, and security tools)


• Ability to translate technical concepts to non-technical audiences


• Ability to influence outcomes and results in situations where technical decisions are owned by various others


• Demonstrated prioritization skills when managing multiple competing priorities


• Understanding of ITIL principles (ITIL v3 or above Foundations a plus)


• Ability to gather and report on metrics for use in Service Management or continuous improvement.