Note: The job is a remote job and is open to candidates in USA. HealthEdge provides operational infrastructure for health insurance companies. The Senior Incident Response Analyst supports hosted customers during incidents by coordinating major incident management, driving service restoration, communicating with stakeholders, and partnering on root cause reviews.
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
Skills
- 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
Benefits
- Remote work (US)
Company Overview
Company H1B Sponsorship