# Lead IT Incident Manager

**Company:** [OpenLoop](https://hotfix.jobs/companies/openloop)
**Location:** Remote
**Role:** IT Support
**Experience:** 5+ years
**Skills:** itil, Jira, Confluence, monday.com, Okta, Stakeholder Management, Incident Management, it incident response, rca, atlassian
**Posted:** 2026-07-21

> Lead IT incident response as the primary incident commander for a telehealth company. Drive migration to structured ticketing (JIRA/Monday.com), scale playbooks for growth and M&A integrations, coordinate global 24/7 support, and conduct RCAs while communicating to executive stakeholders.

## Job Description

## 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.

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