Senior Incident Response Analyst at HealthEdge, Remote

Senior Incident Response Analyst at HealthEdge, remote. Full-time. Est. up to $160k. Apply with swipeandhired.

HealthEdge® offers AI-powered operational infrastructure for health insurance companies, guaranteeing an enduring financial edge in an increasingly competitive market. We're experiencing strong market momentum, with a growing number of health plans choosing HealthEdge to modernize their operations and compete more effectively. As we expand, we're investing in the people who power that growth, making this a pivotal moment to join us and shape the future of healthcare technology. Learn more at HealthEdge.com.

The Senior Incident Response Analyst at HealthEdge is a multi-functional role working to support our hosted customers when incidents occur.
Main responsibilities:

• Coordinate and manage our Major Incident process activities.

• Supporting Major Incident Management reporting (KPIs and customer SLAs)

• Drives standard execution of the Major Incident Management process

• Communicate with internal stakeholders and customer stakeholders as necessary about status, resolution , and success criteria signoff.

• Record and classify received Incidents and undertake an immediate effort to restore failed services while working towards the most efficient time to restoration

• Record all timelines, activities, resources , and assets involved in the Incident.

• Associate Incidents with other records ( i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)

• Partner with Problem Management on the RCA process and delegate information requests to technical resources involved in restoration of service.

• Create, define , and manage Technical Action Plans when major incidents occur.

• Work primarily is focused on Sev1 and Sev2 incidents, Problem Management partnership , Root Cause reviews and internal escalations.

• Collaboration skills and ability to work across technical and support teams.

Requirements:

• Minimum of 2 years of experience in a major incident management role.

• Understands and has demonstrated the use of methods and techniques for the assessment and management of escalated incidents.

• Excel with communication skills (written and oral), with experience interacting across all levels of management and communicating issues with people, process and technology.

• Good understanding of IT SM processes within IT Operations

• Knowledge of how to support the Incident Management, Problem Management and Change Management processes while working escalated incidents

• Experience with utilizing Data Dog or other APM tool s (AppDynamics, New Relic, Dynatrace, Solarwinds , etc.) <span style="margin: 0px;