Incident Manager Remote

at Insight Global, LLC in Chicago, Illinois, United States

Job Description

Job Description

US work authorization

Someone who embodies being Oaky

7+ years of Production support experience and relevant experience in Service Now, DevOps, TechOps, Monitoring tools, and Process Improvements

3+ years of leading/Managing technical production support team members

Preferred ITIL certification

Ability to do complex, in-depth analysis and develop innovative methods regarding problem diagnosis and resolution with systems comprising custom developed product, SaaS, and other platforms.

Advanced verbal and written communication skills necessary to present/explain technical knowledge, and provide advice to management, regulators, reviewers, and stakeholders.

Experience and skills needed for customer support to include a focus on listening, rapport-building, clear communication, friendly and approachable nature, and courtesy and respect.

He or she must possess exceptional verbal and written communications skills, an operations-oriented mindset, and a knack for technical firefighting, diagnostics, troubleshooting and problem solving.

What does being Oaky look like?

Radiating positive energy

Assuming good intentions

Creating an unmatched patient experience

Driving clinical excellence

Taking ownership and delivering results

Being scrappy

Why Oak Street?

Oak Street Health offers our coworkers the opportunity to be at the forefront of a revolution in healthcare, as well as:

Collaborative and energetic culture

Fast-paced and innovative environment

Competitive benefits including paid vacation and sick time, generous 401K match with immediate vesting, and health benefits

Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply to oakstreethealth.com/careers.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .

To learn more about how we collect, keep, and process your private information, please review Insight Global’s Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .

Skills and Requirements

Role Description: As a Technical Incident Management Consultant for Production management team, The role serves as a bridge between Production management, Application development and IT support teams and serves as a SME and influencer for the company toolkit, process and practice. This position collaborates heavily with IT support and Delivery teams to manage the process to restore normal service operation as quickly as possible to minimize the impact to business operations. Accountable for the process and maintains, designs and improves the process as necessary to achieve the objectives of the business.

Core Responsibilities:

Point of contact for all Major Incidents and Accountable for the overall process efficiency and effectiveness

Identify, initiate, schedule and conduct Incidents and Problems reviews

Promote and reinforce adherence to the process and policies associated with Incident and Problem Management

Ensure the design of the Incident process aligns with the business and industry best practices

Strengthen incident management communication process and policies and Responsible for communicating with the Incident Process Owners

Perform root cause investigation and issue resolution, providing in-depth analysis and developing innovative methods regarding problem diagnosis and resolution, thoroughly documenting findings.

Responsible for the effective implementation of the process “Incident and Problem Management” and carries out the respective reporting procedure.

Owns the process and supporting documentation for the process from a strategic and tactical perspective

Ensures that the process is fit for purpose

Collaborates with operations teams to develop playbooks and to ensure tools are set up correctly and data is captured optimally.

Ensures alignment of Key Performance Indicators (KPIs) to Critical Success Factors (CSFs) and that these objectives are realized

Works in conjunction with Continual Service Improvement (CSI)

Work with Stakeholders and technology leaders to align the strategy with the broader production management strategy and road map for strategy planning and execution.

Perform other duties as assigned. null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.