Critical Incident Manager

About Us

Homecare Homebase, a subsidiary of Hearst Corporation is a market leader in healthcare software development providing mobile cloud-based solutions for clinical, operational, and financial improvement of homecare and hospice agencies throughout the United States. Our software enables real time solutions for wireless information exchange and communication between office staff, field staff, and physicians.

Our success is fueled by our talented technology teams that are driven by their passion to make a difference in patient care. Our employees work in a culture that is guided by values of caring, action, respect, excellence, and smile (a positive attitude). If you want to work in a role where your skills have a direct influence on patient care, Homecare Homebase is the next step in your career. We are hiring technologists that want to make a difference.

Incident Manager

The Critical Incident Management Coordinator is accountable for the execution of the Critical Incident Service Restoration process in her/his area of responsibility by managing its own set of critical incidents. He/She’s also responsible of communicating the progress of Critical Incident resolution to HCHB IT management / HCHB Business and participates in the Post Incident review after Critical Incident resolution. He/she is one of the Escalation contacts for Critical Incidents within HCHB IT. He/she will be utilizing the ServiceNow Incident Management platform.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Takes the ownership of the Critical Incident and ensures the analysis of its business impact and the coordination / driving of the resolution by synchronizing efforts and bringing together the relevant resolution teams;
• Decides upon Critical Incident Management technical bridges participants;
• Chairs the Critical Incident Management technical bridges meetings;
• Acts as a liaison with team managers of all Technical Experts (or support teams) to ensure swift resolution of incidents within SLA targets;
• Chairs Management Calls aiming at keeping the HCHB IT management informed about the progress of the Critical incident resolution;
• Responsible for Communication to the HCHB IT management and HCHB Business for all Critical incidents ongoing and resolved;
• Contributes to the activation of ad hoc communication plans for specific Critical Incidents;
• Contributes to the activation of Critical Incident procedure when relevant;
• Ensures that, following the resolution of each incident, that the incident is documented and logged appropriately;
• After the Critical incident resolution, coordinates the Post Incident Review with the involved Delivery teams;
• Ensures that, following the resolution of each P1 Incident, Problem Management is initiated to diagnose the underlying cause of the Incident;
• Acts as an escalation contact for HCHB business users;
• Communicates actively with the different members of the teams involved in the Critical Incident Management resolution (Service Desk, Delivery teams, HCHB IT stakeholders, Business stakeholders);
• Ensures terminology used (technical or business) is understood by both business and technical teams;
• Availability to work outside normal business hours (Oncall rotation).

REQUIRED SKILLS:

• Highly independent and self-directed individual capable of working with minimal supervision.
• Able to coordinate a team of people in multicultural environment, including IT providers, HCHB IT technical teams, as well as technicians from business areas
• Excellent interpersonal, organizational and customer services skills with ability to communicate effectively with both technical and non-technical stakeholders.
• Strong problem-solving skills
• Sense of urgency
• Strong organizational skills with the ability to manage multiple tasks simultaneously
• Excellent verbal and written communication skills (English)
• Must be technically literate and be able to articulate technical issues in a meaningful way to both engineers and executive level management
• The ability to communicate confidently and clearly on conference calls, in meetings and via email, at all levels of the organization is essential.
• Customer focus and ownership, use of own initiative and a proactive approach to work
• Familiar knowledge of ITIL processes
• Experience in notification tools such as OpsGenie, PagerDuty, VictorOps, etc
• Experience in Incident Management platforms such as ServiceNow, etc
• Experience in managing escalations in crisis situation
• Background and experience in one or many of the IT domains below is beneficial:
• Network (WAN, LAN, WLAN, Proxy, Firewall, VoIP)
• Data Center (Wintel, Unix, Storage,…)
• Cybersecurity
• Databases
• Cloud Services
• Enterprise Data Warehouse

EXPERIENCE

• A Degree in Computer Engineering, Computer Science from recognized university or equivalent related technical certifications with professional experience.
• At least 1 year of relevant working experience in Incident Management in complex technology environments
• Thorough knowledge of IT concepts, strategies, and methodologies
• Thorough knowledge of business functions and extensive understanding of business operations, strategies, and objectives
• Familiar knowledge of Process and IT service management concepts such as ITIL and ITSM.

Education / Certification /Training

Minimum

• A Degree in Computer Engineering, Computer Science from recognized university or equivalent related technical certifications with professional experience.

Preferred

• ITIL foundation certification or ITIL intermediate qualification (Service Operation / Operational Support & Analysis)
• Six Sigma Certification

Job Type: Full-time

Pay: $80,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift

Supplemental Pay:

• Bonus pay

COVID-19 considerations:
Fully remote during covid. 3 days a week in the office expected after covid.

Education:

• Bachelor's (Preferred)

Experience:

• ServiceNow: 2 years (Required)
• ITIL: 3 years (Required)

Company's website:

• hchb.com

Company's Facebook page:

• https://www.facebook.com/public/Hchb

Benefit Conditions:

• Only full-time employees eligible

Work Remotely:

• Temporarily due to COVID-19