Problem/Incident Manager II

How will this role have an impact?

Signify Health is currently seeking a Major Incident and Problem Manager to join our IT Service Management team to lead the response to major incidents as well as proactive/reactive problems. The goal is to lead responses using ITIL processes to expedite resolutions to incidents and problems in order to minimize business, financial, reputational, and legal/regulatory risks. This role will be responsible for engaging stakeholders, business owners and key technical resources.  Key tasks will be driving bridge calls (facilitation, pace, activity, clarifying actions),  providing clear communication to various stakeholders, delivering process  training, identifying trends, producing monthly management/operational reports and various other activities related to IT service management.

The Incident/Problem Manager is expected to use their extensive knowledge of  both incident & problem management processes to mitigate impact and reduce the time to restore business services. Post restoration, this individual will need to track RCAs to completion and any associated remediation efforts to avoid future recurrence. This individual will be responsible for understanding multiple lines of businesses including customer segments and critical services, and developing a deep understanding of the applications and infrastructure components supporting these services. Individual will collaborate with team members to deliver an enterprise wide service will be a key success factor.

What will you do?

• Establish and drive the means to resolve incidents and restore business services as rapidly as possible
• Lead major incident bridge by driving resolver teams to incident resolution within the SLAs
• Continually assess business impact and articulate/communicate across multiple groups including executive management
• Ownership and execution of key activities of incident and problem management processes, including:
  • Event analysis, documentation and leveraging established processes to assign priority to incidents
  • Engage key resources including vendors as necessary (technical, product and executive management personnel)
  • Prompt communication to all affected parties, including executive management
  • Accurately track incident and problem records in ticketing systems (JIRA, ServiceNow, etc.)
  • Documentation of incident timeline and remediation actions
  • Lead post incident review meetings (Root Cause Analysis phase)
  • Record, assign and track corrective actions through closure
  • Prepare and present monthly metrics, status and service health reports
  • Manage key contacts and on-call schedules in paging system (Opsgenie)
• Lead post-incident event activities (reactive problem management) to identify/assign action items to prevent future occurrences by leveraging best practices of  ITIL problem management
• Develop and executive strategies to identify and address potential problems before they impact customers (proactive problem management)
• Conduct training and knowledge sharing sessions across various teams and new hires to help adapt to standardized processes.
• Continuous improvement and evolution of service management processes and procedures to maintain high quality and "industry-best" customer service
• Close collaboration with other service management functions (change management, service desk, etc) and assist as necessary in the spirit of one-team
• Provide on-call support during non-business hours (team provides 24x7 support for incidents)

We are looking for someone with:

• Minimum of 5 years experience in Major Incident/Problem management
• Excellent written and verbal communication skills with ability to explain/articulate technical and business concepts clearly and effectively.
• Strong analytical and problem solving skills
• Ability to facilitate conversations confidently and clearly on conference calls, in meetings, via collaboration tools, via email, and at all levels of the organization is essential.
• Experience working with engineering, product and business teams
• Strong interpersonal skills with ability to foster a positive working environment.
• Crisis management skills: able to set priorities, pursue multiple threads at the same time, accurately reflect current state and drive towards desired state.
• Ability to maintain calmness during stressful situations
• Strong organizational skills with the ability to manage multiple tasks simultaneously.
• Client focus and ownership, use of own initiative and a proactive approach to work.
• Ability to engage and manage vendors during critical events and problem investigations
• Ability to support On-call (team provides 24x7 support for incidents)
• ITIL Foundations Version 4 Certification preferred
• Experience with ticketing systems is a plus (Jira, Agile, Confluence, etc.)
• Knowledge/experience with a wide-range of enterprise technologies, including but not limited to, cloud technologies (Azure/AWS), distributed services (server and database), network, storage, web architecture, and microservices is a plus

The base salary hiring range for this position is $64,500 to $120,400. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits.
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.  Eligible employees may enroll in a full range of medical, dental, and vision benefits, 401(k) retirement savings plan, and an Employee Stock Purchase Plan.  We also offer education assistance, free development courses, paid time off programs, paid holidays, a CVS store discount, and discount programs with participating partners.  

About Us:

Signify Health is helping build the healthcare system we all want to experience by transforming the home into the healthcare hub. We coordinate care holistically across individuals’ clinical, social, and behavioral needs so they can enjoy more healthy days at home. By building strong connections to primary care providers and community resources, we’re able to close critical care and social gaps, as well as manage risk for individuals who need help the most. This leads to better outcomes and a better experience for everyone involved.

Our high-performance networks are powered by more than 9,000 mobile doctors and nurses covering every county in the U.S., 3,500 healthcare providers and facilities in value-based arrangements, and hundreds of community-based organizations. Signify’s intelligent technology and decision-support services enable these resources to radically simplify care coordination for more than 1.5 million individuals each year while helping payers and providers more effectively implement value-based care programs.

To learn more about how we’re driving outcomes and making healthcare work better, please visit us at www.signifyhealth.com

Diversity and Inclusion are core values at Signify Health, and fostering a workplace culture reflective of that is critical to our continued success as an organization.

We are committed to equal employment opportunities for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.