Lead IT Incident Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Serve as a catalyst for transformation by transitioning the organization from informal, Slack-based support systems to organized, ticket-based workflows utilizing JIRA and Monday.com.

• Take charge of incident response as the main "showrunner," delivering data-driven updates and managing stakeholder expectations during critical outages.

• Develop and scale incident management playbooks to accommodate rapid company expansion, including technology integrations related to mergers and acquisitions (e.g., Okta provisioning, system migrations).

• Oversee global, "follow-the-sun" support frameworks, managing BPO/contractor teams to guarantee 24/7 service reliability.

• Facilitate post-incident analyses (RCAs) to detect trends, supervise corrective actions, and create long-term preventive measures.

⛳️ Requirements

• Bachelor’s degree in Information Systems, Computer Science, or a related field.

• Over 5 years of experience in leading enterprise applications or business systems; at least 3 years in a Stakeholder Management role.

• Strong knowledge of ITIL frameworks; demonstrated capability to manage incidents in rapidly evolving, complex technical environments.

• Extensive hands-on experience with the Atlassian suite (JIRA/Confluence) and modern project management tools (monday.com).

• Exceptional skill in translating complex technical failures into business-impacting decisions for executive leadership.

• Proven experience in leading global, distributed teams and managing large-scale system integrations, with a focus on M&A.

• Ability to remain calm under pressure, think critically, and effectively manage cross-functional stakeholder relationships.

• Familiarity with technology integrations (such as Okta tenant provisioning and system migrations) and the capacity to scale incident management processes as the organization expands its patient count.

🏝️ Benefits

• Medical, Dental, and Vision plans.

• Flexible Spending/Health Savings Accounts.

• Flexible PTO.

• 401(k) with Company Match.

• Life Insurance, Pet insurance, and additional perks.