Major Incident Manager
Lead I - Cloud Infrastructure Services
Who We Are:
UST HealthProof is a trusted partner for health plans, offering an integrated ecosystem for health plan operations. Our BPaaS solutions manage complex admin tasks, allowing our customers to prioritize members’ well-being. With our commitment to simplicity, honesty, and leadership, we navigate challenges with our customers to achieve affordable health care for all.
We have a strong global presence and a dedicated workforce of over 4000 people spread across the world.
Our brand is built on the strong foundation of simplicity, integrity, people-centricity, and leadership. We stay inspired in our goal to unburden healthcare and ensure it reaches all, equitably and effectively.
You Are:
UST is searching for a Major Incident Manager who will act as the central point of contact during critical incidents, ensuring that all relevant teams are informed and engaged.
The Opportunity:
· Assess the impact and severity of critical major incidents.
· Gather information and data to support incident analysis and decision-making.
· Develop and implement an effective communication template to keep internal and external stakeholders informed.
· Ensure clear and timely communication with internal stakeholders, external partners, and relevant authorities.
· Maintain Response SLA.
· Coordinate with external vendors for additional support.
· Maintain detailed records of incident response activities, including actions taken, decisions made, and outcomes.
· Conduct a thorough post-incident analysis to identify lessons learned and areas for improvement.
· Implement changes to enhance incident response capabilities.
· Provide guidance and support to the incident response team during challenging and multifaceted incidents.
· Generate comprehensive incident reports, highlighting key findings and recommendations.
· Lead and facilitate to aid in the restoration for all business/customer impacting incidents in a 24x7x365 environment.
· Coordinate the triage, recovery, and communication during all major incidents.
· Lead major incident technical bridge and drive all activities to service restoration.
· Assign related Problem record to resolution team and coordinate root cause analysis (RCA) to closure.
· Establish metrics and reporting to create visibility into all Major Incidents and progress of open Problems.
· Ability to work on a 24x7x365 on call rotation.
· Create and keep up a plan for handling incidents that defines roles, duties, and escalation procedures.
· Ensure that the organization's incident management framework remains current and effective.
· Develop contingency plans for various scenarios.
· Review and update incident response plans and procedures as needed.
This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.
What You Need:
· 4+ years of supporting IT operations in a large-scale environment
· 5+ years of experience with leading resolution of major incidents in a large-scale environment.
· 5+ years of experience dedicated to Incident and Problem Management.
· Strong understanding of ITIL and Incident, Problem, and Change Management Processes.
· Working background in AWS, Azure, ServiceNow, and/or other technologies.
· Experience with managing ITIL workflows in ServiceNow.
Compensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. UST HealthProof provides a reasonable range of compensation for roles that may be hired in various U.S. markets as set forth below.
Role Location: Remote
Compensation Range: $74,000-$100,000
Benefits
Full-time, regular employees accrue up to 16 days of paid vacation per year, receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year), 10 paid holidays, and are eligible for paid bereavement leave. They are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance, as well as the following Company-paid benefits: basic life insurance, accidental death and disability insurance, and short- and long-term disability benefits. Regular employees may purchase additional voluntary short-term disability benefits, and participate in a Health Savings Account (HSA) as well as a Flexible Spending Account (FSA) for healthcare, dependent child care, and/or commuting expenses. Certain regular employees may have the potential for quarterly incentive-based bonuses and or commissions depending on role. Benefits offerings vary in Puerto Rico.
Part-time employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching.
Full-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) program with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance.
Part-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year).
All US employees who work in a state or locality with more generous paid sick leave benefits than specified here will receive the benefit of those sick leave laws.
What We Believe
At UST HealthProof, we envision a bold future for American healthcare. Our values are the bedrock beliefs our organization holds dear. They not only define what our brand stands for but also serve as a compass guiding every action and decision.
Guiding Principles
These principles illuminate the path of ‘how’ we operate. They detail actions and behaviors we much embody to honor our values and achieve our goals.
· Simplicity
Simplifying complexity underlines everything we do—this approach is what makes us unique. We come with an open mind and straightforward approach, cutting our way to the core with measurable and actionable insights.
· Integrity
Integrity is our currency to build relationships. We believe in being open and honest. It is only natural when we have nothing to hide. It demonstrates that we are here to do the right thing, no matter who is watching.
· People-Centricity
Everything that we do reflects our deep bonds with peers and customers. These aren't mere transactions, but transformational ties. They shape our culture and decisions, affirming that our true value lies in the lives we touch and impact.
· Leadership
Taking ownership is about taking initiative, being in-charge and driving things to completion. It’s a brave choice to ‘own’ all aspects of our work, ensuring we take full responsibility for everything we handle.
Mission
A future possible only when health plans are free from administrative burdens so they can truly focus on what matters more – their members’ well-being.
Equal Employment Opportunity Statement
UST HealthProof is an Equal Opportunity Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other applicable characteristics protected by law. We will consider qualified applicants with arrest or conviction records in accordance with state and local laws and “fair chance” ordinances.
UST HealthProof reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.
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