Incident Management & Resolution Specialist

PAM Health; Plano (TX); On-site; USD 85,000 - 110,000; Full time

Job summary

PAM Health in Plano, TX is seeking an experienced Incident Manager to oversee the lifecycle from detection to resolution, coordinating across towers and vendors to ensure timely, effective responses.

The role emphasizes operational support, documentation, ITIL-aligned processes, and continuous improvement, with a strong focus on cross-functional collaboration and clear, concise communication.

Qualifications

• Bachelor’s degree in IT, CS, Business Administration, Healthcare Administration, or related field required.
• ITIL Foundation or equivalent incident management training is a plus.
• Entry-level to 1-2 years in IT support, operations, or related fields.
• Demonstrated experience establishing standards, improving service delivery, managing vendors, and driving accountability across cross-functional IT teams.

Responsibilities

• Identify, triage, and escalate incidents based on severity and urgency.
• Coordinate with technical teams, stakeholders, and management to ensure timely updates and resolution.
• Maintain incident records, logs, and post-incident reports for auditing and analysis.
• Follow established incident management frameworks (e.g., ITIL) and organizational procedures.
• Provide clear, concise updates to stakeholders on incident status, impact, and resolution progress.
• Participate in post-incident reviews and contribute to lessons learned and process improvements.
• Assist in Change Management processes.
• Perform Root Cause analysis and Problem Management.
• Understand IT operations, systems, and incident response workflows.
• Convey technical information to both technical and non-technical audiences.
• Maintain documentation, dashboards, operating procedures, process maps, knowledge articles, service catalog information, change records, incident records, post-incident reviews, vendor performance reports, and leadership reporting.

Skills

ITIL

ServiceNow

Incident management

Vendor management

Communication

Documentation

Process improvement

Change management

Root cause analysis

Cross-functional teamwork

Leadership

Education

Bachelor's degree in IT/CS/Business Admin/Healthcare Admin

ITIL certification

Tools

ServiceNow

Jira

Job description

PAM Health in Plano, TX is seeking an experienced Incident Manager to oversee the lifecycle from detection to resolution, coordinating across towers and vendors to ensure timely, effective responses.

The role emphasizes operational support, documentation, ITIL-aligned processes, and continuous improvement, with a strong focus on cross-functional collaboration and clear, concise communication.