Remote Senior Incident Manager - Day Shift

The Senior Incident Manager is a critical member of the Global Operations team, responsible for leading the end-to-end management of major incidents across a SaaS healthcare platform. This role operates with a high degree of autonomy, serves as a technical resource and mentor to peers, and drives continuous improvement across incident management processes. The ideal candidate brings deep technical expertise, strong written and verbal communication skills, and a proven ability to lead under pressure - from initial triage through post-incident review.

• 5+ years of experience in IT operations, technical support, or incident management, with at least 2 years in a healthcare IT or SaaS environment

• Monitoring & Observability platform skills specifically Datadog

• Demonstrated experience independently managing major incidents (Sev1/Sev2) in a production environment

• Proficiency with monitoring and observability platforms (e.g., AppDynamics, SolarWinds, Splunk, Datadog, or equivalent)

• Strong understanding of ITIL incident, problem, and change management frameworks

• Exceptional written communication skills - RCAs, executive summaries, and customer-facing documentation must be consistently clear and error-free

• Experience facilitating post-mortem and post-incident review meetings with cross-functional and customer-facing stakeholders

• Proven ability to ask targeted diagnostic questions based on ticket review and environment knowledge * Experience with healthcare payer platforms (e.g., HealthEdge, TriZetto, Facets) or claims processing environments

• Familiarity with WebLogic, OSGi/Karaf, Apache Camel, or similar enterprise middleware

• ITIL v4 Foundation certification or higher

• Experience with process improvement methodologies (Lean, Six Sigma, or equivalent)

• Demonstrated experience leading tool implementation or operational transformation initiatives