Remote Healthcare Incident Manager

• 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

• 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.

Critical/Major Incident Management experience

• 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