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# Incident Manager

- **Company:** Healthedge Software, Inc.
- **Location:** United States (Remote available)
- **Experience:** Experienced
- **Salary:** $156,000.0 - $168,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Excel, Microsoft Windows, Unix, Information Technology Operations, Virtualization Technology, Hyperconverged Infrastructure, HybridCloud, New Relic (SaaS), Appdynamics
- **Published:** June 20, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=41bfb8be116aa071

## About the Role

Do you have experience in Windows support?, * Minimum of 2 years of experience in an 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 with all levels of management 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 , AppDynamics, New Relic, etc. APM tool to effectively triage issues and alerts
 * Understanding and ability to troubleshoot Hyper-converged infrastructure, Software Defined Networks, Hybrid cloud environments, Virtualized environments, Unix and Windows operating systems
 * Strong interpersonal and teamwork skills.
 * Ability to participate in an on-call rotation

## Description

* Coordinate and manage our Escalated Incident process activities.
 * Supporting Escalated Incident Management reporting (KPIs and customer SLAs)
 * Drives standard execution of the Escalated 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 for 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.)
 * Own Root Cause Analysis process and delegate information requests to technical resources involved in restoration of service.
 * Create, define and manage Technical Action Plans when escalated incidents occur.
 * Work primarily is focused on Sev1 incidents, Sev2 incidents, Problem Management, Root Cause reviews and internal escalations.
 * Collaboration skills and ability to work across technical and support teams.


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