Senior Major Incident Response Lead (Remote)

Wellframe; United States; Teletrabalho; USD 115 000 - 130 000; Tempo integral

Resumo da oferta

HealthEdge is seeking a Senior Incident Response Analyst to support hosted customers during incidents. The role focuses on Sev1/Sev2 incidents, RCA collaboration, and cross-functional coordination across technical and support teams.

Remote US-based, full-time role with on-call rotation, involving incident classification, restoration efforts, and stakeholder communication to meet SLAs.

Qualificações

• Minimum of 2 years of experience in a major incident management role.
• Knowledge of IT SM processes and escalation handling.
• Excellent written and verbal communication, with ability to engage across management levels.

Responsabilidades

• Coordinate and manage Major Incident process activities.
• Support Major Incident Management reporting (KPIs and customer SLAs).
• Drive standard execution of Major Incident Management processes.
• Communicate status, resolution, and signoff criteria with stakeholders.
• Record, classify incidents and restore services promptly.
• Log timelines, activities, resources, and assets.
• Associate incidents with related records and collaborate with Problem Management for RCAs.
• Create and manage Technical Action Plans for major incidents.
• Participate in Sev1 and Sev2 incidents, RCA collaboration, and internal escalations.
• Collaborate across technical and support teams.

Conhecimentos

Incident management

Major Incident Process

ITIL/ITSM

Communication

On-call rotation

Cross-team collaboration

DataDog

AppDynamics

New Relic

Dynatrace

Ferramentas

DataDog

AppDynamics

New Relic

Dynatrace

Solarwinds

Descrição da oferta de emprego

HealthEdge is seeking a Senior Incident Response Analyst to support hosted customers during incidents. The role focuses on Sev1/Sev2 incidents, RCA collaboration, and cross-functional coordination across technical and support teams.

Remote US-based, full-time role with on-call rotation, involving incident classification, restoration efforts, and stakeholder communication to meet SLAs.