Incident Manager - Cloud Infrastructure (ITIL/SaaS)
Incident Manager - Cloud Infrastructure (ITIL/SaaS)
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Job Description
Join us as we work to create a thriving ecosystem that delivers accessible high-quality and sustainable healthcare for all.
athenahealth is a progressive innovation-driven software product company. We partner with healthcare organizations across the care continuum to drive clinical and financial results. Our expert teams build modern technology on an open connected ecosystem delivering insights that make a difference for our customers and their patients. We foster a unique values-driven employee culture and offer flexible work-life balance. As a reflection of our rapid growth and industry leadership we were acquired by the worlds leading private equity firm Bain Capital for $17 billion and we have many exciting new strategic product initiatives underway.
We are headquartered in Boston with offices in Atlanta Austin Belfast and Burlington. In India we have offices in Bangalore Pune and Chennai.
Position Summary: As an Incident Manager in the Cloud Infrastructure Engineering organization in Bangalore your mission within the Service Management team will be to ensure that impacted services are restored to their operational state quicklymanaging risk and ongoing business impact. You will coordinate incident response keep the focus on resolution and defer deep root cause analysis until after the business impact has been mitigated.
Youll also conduct analysis of historical incidents to identify patterns and actionable insights. This includes leading discussions across stakeholders driving improvement plans and effectively communicating findings to senior management.
Since incidents are unpredictable this role requires a flexible schedule including availability during nights weekends and holidays.
To succeed you should have a broad and deep understanding of enterprise infrastructure and be confident in leading discussions on technical dependencies.
Key Responsibilities:
- Lead efforts to resolve major incidents in a timely and effective manner.
- Communicate transparently and honestly with all stakeholders.
- Manage expectations to ensure the focus remains on resolving business impactsavoiding deflection or finger-pointing.
- Foster collaboration and strong team spirit among all parties involved in incident resolution.
- Maintain visibility into the business impact and paths to resolution throughout an incidents lifecycle.
- Capture and drive the implementation of incident-based lessons learned.
- Own maintain and improve incident-related policies processes and procedures.
- Ensure incident details are accurate and fully documented across reports tickets and system status dashboards.
- Perform additional duties and lead projects as assigned.
Education Experience & Skills Required
- Bachelors degree or equivalent experience.
- 5 years of relevant experience in a SaaS or hosted application service provider environment.
- 3 years of Incident/Problem Management experience.
- ITIL v4 (or above) certification.
- Strong understanding of IT technologies including compute storage networking databases and virtualization.
- Solid technical knowledge bridging applications and infrastructure.
- Experience in managing complex technical environments with demonstrated leadership in dynamic situations.
- Strong analytical and project management skills.
- Experience initiating continuous improvement efforts.
- Strong organizational skills with the ability to multitask effectively.
- Experience facilitating technical incident reviews and encouraging collaborative problem-solving.
- Ability to craft business-appropriate communications for affected stakeholders.
- Technically literate with the ability to translate issues for both engineering and executive audiences.
- Strong crisis management skills: able to prioritize manage multiple threads assess current state and drive towards resolution.
- Proficient in Excel Power BI or similar tools for incident trend analysis and reporting.
- Deep understanding of IT operations software development models and SaaS architecture.
Behaviors & Abilities
- Maintain composure under pressure.
- Handle competing priorities in a high-stakes environment.
- Adjust availability based on business needs.
- Challenge technical experts and ask insightful resolution-focused questions.
- Demonstrate ownership initiative and customer-centric thinking.
- Be a strong team player who builds trust and cross-functional relationships.
- Apply strong business acumen and strive for customer satisfaction.
- Stay analytical and detail-oriented in a fast-paced environment.
- Be proactive in decision-making and task prioritization.
- Take full ownership of tasks and deliverables from start to finish.
- Work collaboratively and bring a positive energetic attitude to the team.
About athenahealth
Our vision: In an industry that becomes more complex by the day we stand for simplicity. We offer IT solutions and expert services that eliminate the daily hurdles preventing healthcare providers from focusing entirely on their patients powered by our vision to create a thriving ecosystem that delivers accessible high-quality and sustainable healthcare for all.
Our company culture: Our talentedemployees or athenistas as we call ourselves spark the innovation and passion needed to accomplish our vision. We are a diverse group of dreamers and do-ers with unique knowledge expertise backgrounds and perspectives. We unite as mission-driven problem-solvers with a deep desire to achieve our vision and make our time here count. Our award-winning culture is built around shared values of inclusiveness accountability and support.
Our DEI commitment: Our vision of accessible high-quality and sustainable healthcare for all requires addressing the inequities that stand in the way. Thats one reason we prioritize diversity equity and inclusion in every aspect of our business from attracting and sustaining a diverse workforce to maintaining an inclusive environment for athenistas our partners customers and the communities where we work and serve.
What we can do for you:
Along with health and financial benefits athenistas enjoy perks specific to each location including commuter support employee assistance programs tuition assistance employee resource groups and collaborativeworkspaces some offices even welcome dogs.
We also encourage a better work-life balance for athenistas with our flexibility. While we know in-office collaboration is critical to our vision we recognize that not all work needs to be done within an office environmentfull-time. With consistent communication and digital collaboration tools athenahealthenablesemployees to find a balance that feels fulfilling and productive for each individual situation.
In addition to our traditional benefits and perks we sponsor events throughout the year including book clubs external speakers and hackathons. We provide athenistas with a company culture based on learning the support of an engaged team and an inclusive environment where all employees are valued.
Learn more about our culture and benefits here:
Manager
Employment Type
Full-Time
Key Skills
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