Incident Manager

UST; Richmond (VA); Hybrid; USD 83,000 - 125,000; Full time

Benefits offered by this job

Health insurance

401(k) with employer matching

Paid time off

Paid holidays

Life insurance

Job summary

UST is seeking an Incident Manager to handle escalated items from members and the Business concierge, coordinating with downstream teams (Application, API, EDP, L2/L3) to drive resolution. You will analyze incidents end-to-end for the Portals, monitor logs with Splunk and Datadog, and drive weekly trend reports to help prevent future outages.

Responsibilities include triaging critical production issues, coordinating with multiple tech teams, and ensuring recovery within SLA while addressing

Qualifications

• Experience analyzing incidents and coordinating with multiple teams.
• Strong knowledge of monitoring tools and incident management processes.
• Excellent communication across leadership levels and functions.

Responsibilities

• End-to-end incident analysis for Portals and escalations.
• Coordinate MTM JIRA requests with Anthem audit teams.
• Analyze logs in Splunk and Datadog to identify trends.
• Produce weekly incident trend reports and aging metrics.
• Bridge gaps between members and development teams on ad-hoc requests.
• Support bulk data uploads and collaborate with Product teams.
• Identify automation opportunities and address privacy/compliance concerns.
• Triage critical production issues and coordinate recovery within SLA.

Skills

Splunk

Java API analysis

Apigee

Microservices

HTTP

OAuth

SSL

Java

SNOW (ServiceNow)

Datadog

AWS

Incident Analysis and management

Web services monitoring

API monitoring

Excellent oral and written comms

Clear articulation (verbal/written)

Leadership communication about tech

Triage and diagnose performance issues

Tools

Splunk

Apigee

Datadog

SNOW (ServiceNow)

AWS

Job description

Incident Manager

UST is searching for an Incident Manager who will work handling escalated/grievance items received directly from members/Business concierge by coordinating with downstream teams (Application, API, EDP, L2/L3).

What You'll Do

• End-to-end incident and issue analysis for the Portals


• MTM JIRA requests raised by Anthem audit teams


• Splunk and Datadog log analysis to identify member-level incident trends


• Incident trend analysis and weekly aged incident reporting


• Bridging gaps between members and development teams through ad-hoc requests


• Ad-hoc bulk upload of channel availability in MongoDB in collaboration with Product teams


• Identifying and implementing automation opportunities using in-house team expertise


• Awareness of GBD, Privacy and compliance issues, addressing in priority


• Involvement in critical production issue troubleshooting and responsible for triaging and engaging other technical teams in recovering the application to steady state within SLA

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

What You Need

• Splunk


• Java API analysis


• Apigee


• Microservices


• HTTP


• OAuth


• SSL


• Java


• SNOW (ServiceNow)


• Datadog


• AWS


• Incident Analysis and management experience


• Web services monitoring


• API monitoring


• Excellent oral and written communication skills


• Ability to clearly articulate thoughts and ideas both verbally and in written form


• Ability to communicate with various levels of leadership regarding technical strategy, direction, risks and issues


• Demonstrated ability to effectively triage and diagnose performance issues in a production or test system across various technology stacks/platforms

Location & Compensation

Compensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. UST provides a reasonable range of compensation for roles that may be hired in various U.S. markets as set forth below.

Role Location: Hybrid - Richmond, Virginia

Compensation Range: $83,000-$125,000

Who We Are

Since 1999, UST has worked side by side with the world's best companies to make a powerful impact through transformation. Headquartered in the United States, UST is powered by technology, driven by AI, inspired by people, and led by our purpose, we partner with our clients from design to operation. Our AI-driven digital solutions, proprietary platforms, engineering, R&D, products, and innovation ecosystem turn core challenges into impactful, disruptive business outcomes. With deep industry knowledge and a future-ready mindset, we infuse expertise, innovation, and agility into our clients' organizations-delivering measurable value and positive lasting change for them, their customers, and communities around the world. Together, with 30,000+ employees in 30+ countries, we build for boundless impact-touching billions of lives in the process. Visit us at .

Benefits

Full-time, regular employees accrue a minimum of 10 days of paid vacation per year, receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year), 10 paid holidays, and are eligible for paid bereavement leave and jury duty. They are eligible to participate in the Company's 401(k) Retirement Plan with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance, as well as the following Company-paid Employee Only benefits: basic life insurance, accidental death and disability insurance, and short- and long-term disability benefits. Regular employees may purchase additional voluntary short-term disability benefits, and participate in a Health Savings Account (HSA) as well as a Flexible Spending Account (FSA) for healthcare, dependent child care, and/or commuting expenses as allowable under IRS guidelines. Benefits offerings vary in Puerto Rico.

Part-time employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company's 401(k) Retirement Plan with employer matching.

Full-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company's 401(k) program with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance.

Part-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year).

All US employees who work in a state or locality with more generous paid sick leave benefits than specified here will receive the benefit of those sick leave laws.

Equal Employment Opportunity Statement

UST is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other applicable characteristics protected by law. We will consider qualified applicants with arrest or conviction records in accordance with state and local laws and \"fair chance\" ordinances.

UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.

Skills

Production Support, Issue Analysis, Microservices, Incident Management

Compensation range

Compensation range: $ 83,000.00 to 125,000.00 per year

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