Incident Manager, Healthcare (Remote)

You will manage complex operational and technical incidents within a SaaS production environment including high-severity customer affecting events requiring rapid coordination and structured response.

• Lead the end-to-end incident lifecycle including incident intake severity assessment escalation bridge communication facilitation resolution coordination
• Partner communication and post-incident follow-up.
• Lead specialty projects to enhance the effectiveness of the Incident Response process as it pertains to internal stakeholders and external clients.

Qualifications :

• 5 years experience operating in or supporting healthcare technology or other regulated environments
• 5 years experience working knowledge of incident monitoring and service management tools (e.g. ServiceNow Jira xMatters Splunk VMWare Citrix SolarWinds Dynatrace or similar)
• 5 years experience managing direct reports within an Engineering or Technical environment
• 5 years experience creating/managing and deploying communications to external clients using a managed platform (ServiceNow Atlassian Salesforce or similar).
• Engage and own handling of Incidents and process decision-making and then update the following group types:
  • Executive and senior leadership
  • Engineering and operations teams
  • Client-facing teams and external customers during active incidents
  • Clients and third-party dependent vendors
• Experience facilitating or contributing to root cause analysis (RCA) post-incident reviews and after-action reports ensuring corrective actions are clearly defined tracked and implemented to reduce recurrence.
• Commitment to continuous improvement of incident processes documentation quality response efficiency and service reliability.
• Promote agreement accountability and shared understanding during and after incidents.

Additional Information :

Benefits/Perks:

• Great compensation package and bonus plan
• Core benefits including medical dental vision and matching 401K
• Flexible work environment ability to work remote hybrid or in-office
• Flexible time off including volunteer time off vacation sick and 12-paid holidays
• Explore all our exciting benefits here: Experian our people and culture set us apart. Were deeply committed to creating an environment where everyone feels they belong and can excel. From inclusion and authenticity to work/life balance development wellness collaboration and recognition we focus on what truly matters. Our people-first approach has earned us global recognition: Worlds Best Workplaces 2024 (Fortune Top 25) Great Place To Work 2025 in 26 countries and Glassdoor Best Places to Work 2024 among others.

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  Our compensation reflects the cost of labor across several U.S. geographic markets. The base pay range for this position is listed above. Within this range individual pay is determined by work location and additional factors such as job-related skills experience and education. You will be also eligible for a variable pay opportunity.

  Experian is proud to be an Equal Opportunity Employer for all groups protected under applicable federal state and local law including protected veterans and individuals with disabilities. If you have a disability or special need that requires accommodation please let us know at the earliest opportunity.

  
  

  Remote Work :

  Yes

  
  

  Employment Type :

  Full-time