Lead IT Incident Manager

Responsibilities

• Act as an agent of change to migrate the organization from ad-hoc, Slack-based support to structured, ticket-based workflows using JIRA and Monday.com.
• Lead incident response as the primary "showrunner," providing data-driven updates and managing stakeholder expectations during high-pressure outages.
• Design and scale incident management playbooks to support rapid company growth, including M&A-related technology integrations (e.g., Okta provisioning, system migrations).
• Coordinate global, "follow-the-sun" support models, managing BPO/contractor teams to ensure 24/7 service stability.
• Conduct post-incident reviews (RCAs) to identify trends, oversee corrective measures, and establish long-term preventive strategies.

Requirements

• Bachelor’s degree in IS, Computer Science, or equivalent.
• 5+ years leading enterprise applications or business systems; 3+ years in a Stakeholder Management role.
• Deep understanding of ITIL frameworks; proven ability to manage incidents in high-growth, complex technical environments.
• Strong hands-on experience with the Atlassian ecosystem (JIRA/Confluence) and modern PM platforms (monday.com).
• Exceptional ability to synthesize complex technical failures into business-impacting trade-offs for executive leadership.
• Proven track record in managing global, distributed teams and executing large-scale system integrations (M&A focus).
• Calm under pressure, critical thinker, and effective at cross-functional stakeholder management.
• Experience with technology integrations (Okta tenant provisioning, system migrations) and the ability to scale incident management processes as the organization doubles its patient count.

Benefits

• Medical, Dental, and Vision plans.
• Flexible Spending/Health Savings Accounts.
• Flexible PTO.
• 401(k) + Company Match.
• Life Insurance, Pet insurance, and more.