Must Have TechnicalFunctional Skills
Must have at least 3 years of Incident ManagementMajor Incident Management experience.
Bachelors Degree in Business, Computer Science, or a related field or equal experience
Comprehensive knowledge of Microsoft Office applications, including Word, Excel, and Visio
Experience in problem analysis and process documentation
Experience working in cross-functional, collaborative teams
Experience with Software Development Lifecycle and Waterfall or Agile Development
Methodologies
Must be passionate about contributing to an organization focused on continuously improving
consumer experiences
Must have ITIL v4 certification.
Previous experience in the health care industry
Experience with the Consumer domain
Roles & Responsibilities
The Incident Manager drives technical support teams to recover services during periods of service
disruption or outages to key technology platformsapplications.
The Incident Manager work assignments are often straightforward and of moderate complexity.
The Incident Manager establishes policies, processes and systems for the implementation of a quality
incident management process.
Monitors trends in incidents and issues. Understands own work area professional conceptsstandards, regulations, strategies and operating standards. Makes decisions regarding own work approachpriorities, and follows direction. Work is managed and often guided by precedent andor documented proceduresregulationsprofessional standards with some interpretation.
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