Remote IT Incident Leader — AI-Driven Resilience

Henry Schein One; United States; Remote; USD 100,000 - 120,000; Full time

Benefits offered by this job

Health coverage

Retirement savings with company match

Paid time off

Parental leave

Wellbeing resources

Education support

Job summary

Henry Schein One is seeking an experienced Infrastructure and Incident Manager to lead the strategy, delivery, and reliability of enterprise infrastructure, ensuring rapid incident resolution and minimal business disruption. You will coordinate across support, development, and IT teams, drive root cause analysis, and implement improvements, leveraging AI tools while protecting data, with up to 10% travel.

This role emphasizes collaboration, ITIL practices, and strong communication to align

Qualifications

• 5 or more years of increasing responsibility in IT Incident Management.
• ITIL Expertise: Working knowledge of the ITIL framework and IT service management best practices
• Incident Tracking, ITSM & Observability Tools: Hands-on experience with platforms like Jira Service Management, Dynatrace, Splunk, New Relic, or similar tools
• Collaboration & Communication Tools: Comfort running incidents through tools like Microsoft Teams and Confluence
• Cloud & Infrastructure Knowledge: Familiarity with enterprise IT environments, cloud services, and infrastructure management, with some hands-on experience
• Change Management: Knowledge of best practices for managing IT changes efficiently
• Exceptional communication, multi-tasking, and conflict resolution skills
• Ability to build strong partnerships across all levels and departments within HS1
• Ability to analyze and solve complex problems and make quick decisions under pressure

Responsibilities

• Lead Incidents: command incident bridge calls and coordinate response across teams.
• Proactively Manage Risk to prevent outages.
• Primary Escalation Point: central liaison during incidents.
• Stakeholder Communication: provide timely updates in business language.
• Maintain Clear Documentation: timelines, decisions, and impact statements.
• Drive Post-Incident Analysis: uncover root causes and track actions.
• Analyze Trends & Generate Reports: monitor patterns for improvement.
• Support Incident Management Improvements: propose workflow and tooling changes.
• Collaborate Across Departments: work with support, helpdesk, and development.
• Mentor & Guide Teams: train teams in incident response best practices.
• Leverage AI to Work Smarter: use AI for docs, timelines, trend reporting, with safeguards

Skills

Incident management

ITIL knowledge

Communication

Cross-functional collaboration

Problem solving under pressure

Leadership

Education

Bachelor's degree in Information Systems or CS

ITIL Foundation certification

PMP or related certification

Windows/Linux knowledge

Tools

Jira Service Management

Dynatrace

Splunk

New Relic

Confluence

Job description

Henry Schein One is seeking an experienced Infrastructure and Incident Manager to lead the strategy, delivery, and reliability of enterprise infrastructure, ensuring rapid incident resolution and minimal business disruption. You will coordinate across support, development, and IT teams, drive root cause analysis, and implement improvements, leveraging AI tools while protecting data, with up to 10% travel.

This role emphasizes collaboration, ITIL practices, and strong communication to align