Incident Manager - Sacramento, CA

Date: Jan 16, 2025

Location:

Roseville, CA, US, 95747-6645

Req ID: 28422

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development.

Summary

An Incident Manager is responsible for identifying, analyzing, and resolving technical issues that disrupt operations in a timely manner, verifying business continuity by coordinating response teams, communicating updates to stakeholders, and implementing processes to prevent future incidents, requiring strong analytical, problem-solving, and communication skills to effectively lead during critical situations

Your role in our mission

Essential Job Functions

Lead the incident management process and oversee team members involved in resolving incidents.
Quickly detect service disruptions, assess their impact, and escalate critical incidents to the appropriate teams
Assemble and lead cross-functional teams to investigate, diagnose, and resolve incidents, assigning tasks and managing resource allocation
Provide clear and timely updates to stakeholders regarding incident status, mitigation efforts, and resolution timelines
Conduct post-incident reviews to identify the root causes of incidents, develop preventative measures, and improve future response strategies
Develop, document, and maintain incident management procedures, including escalation protocols and best practices
Track incident metrics, analyze trends, and generate reports to identify areas for improvement and inform decision-making
Work closely with Infrastructure, operations, and support teams to resolve incidents efficiently.
Proficiency in ITSM (IT Service Management), including incident management, documentation, and hardware
Proficiency in incident response, infrastructure, ITIL, metrics, production environment, incident reports, technical issues, NOC (Network Operations Center), SOC (Security Operations Center), client-facing, Cloud, AWS and SharePoint
Create reports as required to establish that all required SLAs are being meet for the project

What we're looking for

Basic Qualifications

Bachelor's degree or equivalent combination of education and experience
Bachelor's degree in business administration, engineering, information systems or related field preferred
Nine or more years of support services, project, or program experience
Experience working with the technology industry
Experience working with company products and operating systems
Experience working with AWS services, architecture, and operational best practices.

Other Qualifications

Good project management skills
Good analytical and problem solving skills
Good interpersonal skills to interact with customers and team members
Good leadership and organizational skills
Good communication skills
Good skills in managing to contracts and budgets
Good relationship building skills
Ability to work in a team environment
Willingness to travel
Requires 24/7 on-call availability to manage and resolve critical incidents as they arise

What you should expect in this role

Hybrid environment in Rancho Cordova/Sacramento, CA

The deadline to submit applications for this posting is 1/17/2025.

#LI-REMOTE

#LI-LM1

The pay range for this position is $86,300.00 - $123,300.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is committed to a diverse, equitable, and inclusive workplace. We are proud to be an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We celebrate diversity and are dedicated to creating an inclusive environment for all employees.