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Remote Healthcare Incident Manager

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NTT DATA

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Location:
Mexico , GDL

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The Remote Healthcare Incident Manager will oversee major incidents, ensuring effective communication and resolution strategies. This position will be a part of our team, as an Incident Manager you will be responsible for the listed duties.

Job Responsibility:

  • Acts as a point of contact for Service Desk and Resolver Group Analysts to escalate Major Incidents, and engage additional support groups
  • Assesses the impact and urgency of incidents through collaboration with the User, Service Desk, Resolver Group Analysts, and/or Incident Managers
  • Assembles the resources necessary to achieve the resolution of Major Incidents
  • Responsible for leading and driving Major Incidents until resolved
  • Develops and delivers Incident communication of Major Incidents to Users and NTTDS leadership
  • Escalates Major Incidents to relevant resolver groups, resolver group managers, senior managers, directors and IT executives, and Service Managers
  • Provides incident documentation to appropriate service management teams
  • Facilitates Technical bridge calls and identifies a technical leader to assist with service restoration efforts
  • Ensures contractual Service Support requirements are understood and managed
  • Ensures effective communications and coordination of problem-solving efforts between support teams, account teams, field service personnel and customers
  • Collaborates with other team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement
  • Provides point of contact for MIM process related questions or issues and facilitates process related meetings

Requirements:

  • ITIL Foundation Certification
  • At least 5 years of incident management experience
  • ITSM tool experience, Service now or remedy
  • Associate’s degree
  • Experience in health companies
  • Business process knowledge
  • 5+ years of experience as a Account service specialist, Client service executive, account representative, service desk or helpdesk manager, etc.

Nice to have:

Critical/Major Incident Management experience

What we offer:
  • Competitive salary (negotiable)
  • Grocery Tickets - 12% of base salary
  • 30 days of Christmas bonus
  • 12 days of vacations
  • 90% Vacation bonus
  • 5 personal days per year
  • Medical insurance (You and your family)
  • Life insurance
  • Opportunity to grow in the company

Additional Information:

Job Posted:
March 25, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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