Senior Incident Response Analyst

Overview

HealthEdge® offers AI-powered operational infrastructure for health insurance companies, guaranteeing an enduring financial edge in an increasingly competitive market. We're experiencing strong market momentum, with a growing number of health plans choosing HealthEdge to modernize their operations and compete more effectively. As we expand, we're investing in the people who power that growth, making this a pivotal moment to join us and shape the future of healthcare technology. Learn more at HealthEdge.com.

The Incident Management role at HealthEdge is a multi-functional role working to support our hosted customers when incidents occur. 

Main responsibilities: 

• Coordinate and manage our Major Incident process activities. 

• Supporting Major Incident Management reporting (KPIs and customer SLAs) 

• Drives standard execution of the Major Incident Management process 

• Communicate with internal stakeholders and customer stakeholders as necessary about status, resolution, and success criteria signoff. 

• Record and classify received Incidents and undertake an immediate effort to restore failed services while working towards the most efficient time to restoration 

• Record all timelines, activities, resources, and assets involved in the Incident. 

• Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.) 

• Partner with Problem Management on the RCA process and delegate information requests to technical resources involved in restoration of service. 

• Create, define, and manage Technical Action Plans when major incidents occur. 

• Work primarily is focused on Sev1 and Sev2 incidents, Problem Management partnership, Root Cause reviews and internal escalations. 

• Collaboration skills and ability to work across technical and support teams. 

Requirements: 

• Minimum of 2 years of experience in a major incident management role. 

• Understands and has demonstrated the use of methods and techniques for the assessment and management of escalated incidents. 

• Excel with communication skills (written and oral), with experience interacting across all levels of management and communicating issues with people, process and technology. 

• Good understanding of ITSM processes within IT Operations 

• Knowledge of how to support the Incident Management, Problem Management and Change Management processes while working escalated incidents 

• Experience with utilizing Data Dog or other APM tools (AppDynamics, New Relic, Dynatrace, Solarwinds, etc.) to effectively triage issues and alerts

• Understanding and ability to troubleshoot Hyper-converged infrastructure, Software Defined Networks, Hybrid cloud environments, AWS cloud environments, Virtualized environments, Unix and Windows operating systems 

• Strong interpersonal and teamwork skills. 

• Ability to participate in an on-call rotation  

Geographic Responsibility: Remote, US

Type of Employment: Full-time, permanent

FLSA Classification (USA Only): Exempt

Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job: 

• The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

• Work across multiple time zones in a hybrid or remote work environment.

• Long periods of time sitting and/or standing in front of a computer using video technology.

• May require travel dependent on company needs.

The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. HealthEdge reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in compliance with the Americans with Disabilities Act of 1990. Candidates may be required to go through a pre-employment criminal background check.

HealthEdge is an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities.

**The annual US base salary range for this position is $115,000 to $130,000. This salary range may cover multiple career levels at HealthEdge. Final compensation will be determined during the interview process and is based on a combination of factors including, but not limited to, your skills, experience, qualifications and education.