Incident & Support Manager

MediDrive LLC; Glen Allen, Miami (VA, FL); Hybrid; USD 100,000 - 125,000; Full time

Job summary

MediDrive LLC is seeking a hands-on Incident & Support Manager to lead application support, major incident response, emergency change management, and delivery support for our platform. You will partner with engineering, DevOps, QA, and business operations to support reliable releases and investigate production issues.

You will work closely with support developers to safely implement approved data fixes and verify that services are restored, with hybrid work options in Glen Allen, VA or

Qualifications

• 4+ years of application support or production operations experience, including experience leading incident response and coordinating technical teams.
• Strong SQL troubleshooting skills and practical knowledge of ITIL/ITSM processes.
• Experience with Microsoft Azure and identity management (Entra ID, SSO, MFA, RBAC, user provisioning).
• Ability to troubleshoot APIs, integrations, authentication issues, and distributed applications with developers.
• Experience coordinating emergency changes, releases, and technical escalations.
• Clear communication, sound operational judgment, and handling of sensitive information.

Responsibilities

• Own support intake, prioritization, escalation, and resolution, with clear accountability and stakeholder communication.
• Lead major incidents, coordinating response teams, recovery actions, incident timelines, and executive updates.
• Apply ITIL practices across ITSM incidents, requests, problems, changes, and knowledge management processes.
• Use logs, monitoring data, and SQL to troubleshoot issues with proper access controls and recovery records.
• Coordinate emergency changes and hotfixes through approved authorities, ensuring testing and deployment readiness.
• Support releases, client launches, and integration cutovers through readiness reviews and post-launch support.
• Lead post-incident reviews and track root causes and corrective actions to reduce recurrence.
• Monitor SLAs, response/restoration times, backlog health, and change outcomes to improve performance.

Skills

SQL troubleshooting

Incident response leadership

ITIL/ITSM knowledge

Azure cloud experience

API & integration troubleshooting

Education

ITIL Foundation

Tools

Microsoft Entra ID

Kubernetes

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full Time Management US

2 days ago Requisition ID: 1000

Salary Range: $100,000.00 To $125,000.00 Annually

MediDrive is seeking a hands-on Incident & Support Manager to lead application support, major incident response, emergency change management, and delivery support for our platform.

You will partner with engineering, DevOps, QA, and business operations to support reliable releases. You will work closely with support developers to investigate production issues, safely implement approved data fixes, and verify that services are restored.

Responsibilities

• Own support intake, prioritization, escalation, and resolution, maintaining clear accountability and stakeholder communication.
• Lead major incidents, coordinating response teams, recovery actions, incident timelines, and executive updates through service restoration.
• Apply ITIL practices across ITSM incidents, requests, problems, changes, and knowledge management processes.
• Use SQL, application logs, monitoring, and integration data to troubleshoot issues, maintaining appropriate access controls, recovery plans, and validation records.
• Coordinate emergency changes and hotfixes through designated approval authorities, confirming testing, deployment readiness, and production results.
• Support releases, client launches, and integration cutovers through readiness reviews, business validation, runbooks, and post-launch support.
• Lead post-incident reviews and track root causes and corrective actions to reduce recurring issues.
• Monitor SLAs, response and restoration times, backlog health, and change outcomes to improve service performance.

Required Qualifications

• 4+ years of application support or production operations experience, including experience leading incident response and coordinating technical teams. Strong SQL troubleshooting skills and practical knowledge of ITIL/ITSM processes are required.
• Hands-on experience safely investigating and correcting production data.
• Experience with Microsoft Azure and identity and access management, including Microsoft Entra ID, single sign-on, multifactor authentication, role-based access, and user provisioning.
• Ability to troubleshoot APIs, integrations, authentication issues, and distributed applications alongside developers.
• Experience coordinating emergency changes, releases, and technical escalations.
• Clear communication, sound operational judgment, and experience handling sensitive information.
• Ability to work a hybrid schedule in Glen Allen or Miami and participate in scheduled after-hours incidents and release coverage.

Preferred Qualifications

• ITIL Foundation or advanced ITIL/ITSM certification.
• Experience in healthcare technology, transportation, or logistics.
• Familiarity with Google Cloud, Cloud Spanner, Kubernetes, and ITSM and engineering ticketing platforms.