Incident Manager (Remote)

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Posted 12 days ago United States Salary undisclosed
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Job Description

3D Technology Group, LLC is seeking a talented Incident Manager to join our growing team!


Who We Are


3-D Technology Group, LLC is a national information technology (IT) services company dedicated to enabling every healthcare organization to achieve more. As a trusted healthcare partner, we help clients optimize clinical and operational performance through our professional and managed IT services.


Our experienced and dedicated associates focus on improving the patient experience of care (including quality, safety, and satisfaction); improving the health of populations; reducing the cost of health care; and improving the clinician and caregiver experience.


We are committed to exceeding client expectations for quality and service by Defining, Designing, and Deploying real working solutions that deliver value every day.


Our deep understanding of healthcare operations, client's needs, and existing and emerging technologies enables innovation and business transformation safely, quickly, efficiently, and effectively.


With over 20 years' experience and fueled by hiring only the best employees in the industry, 3D has provided services to well over 1,000 hospitals and clinics nationwide including some of the most successful healthcare providers in the country.


Position Summary


The Incident Manager (IM) applies, improves, and maintains our Incident Management processes through collaborative engagement with all areas and levels of our support organization. During service impacting events the IM, ensures timely escalation of the event, coordination of support resources, drives service restoration activities, manages timely event communications, and supports root cause analysis & follow-up. Additionally, this position is responsible for ensuring that all associated event and response detail is documented for critical incidents and delivered within defined targets to both Management and key stakeholders.


Responsibilities

  • Managing critical events, which includes facilitating triage calls to engage technical support teams, coordinating service restoration activities, and communicating all relevant details to key business and client stakeholders
  • Ensuring that our ITIL aligned Incident Management processes are followed so that it is consistent throughout the organization & the Incident lifecycle
  • Documenting all details related to persons & teams engaged, service restoration activities, associated results, root cause results, preventative action items, for problem management
  • Conducting after-action reviews & RCA investigations with all parties actively engaged during an incident and participating as needed in the problem management process as part of the investigatory team
  • Working as part of a regional team to cover incident response for time during the assigned shift

Requirements
  • Bachelor's degree in information technology, engineering, or a related field
  • 3+ years' experience working in IT service management, or a similar role
  • Strong knowledge of IT service management software including ITIL
  • Solid knowledge of programming languages, such as SQL, Java, C++, etc.
  • Excellent managerial skills and ability to collaborate with team members.
  • Ability to analyze a high volume of technical data and work in a fast-paced environment.
  • Strong problem solving, analytical, and time management skills.
  • Solid proficiency with Microsoft Office Suite & Desktop publishing (Outlook, PowerPoint, Excel, Word, etc.) is required for this role
  • Excellent verbal and written communication skills in English are required in all aspects of this role. You will need to use proper spelling, grammar, business language to effectively communicate with key stakeholders & leadership (both internally and with our clients)
  • Solid interpersonal skills and a positive disposition are essential to working effectively across the organization to drive results, and a strong desire to help others succeed will be key in working and collaborating as part of our global team
  • Ability to self-motivate, and identify & implement appropriate day to day actions, with high level direction and minimal guidance.
  • Ability to effectively translate complex technical details into business equivalent terms for communication to a wider non-technical audience
  • Outgoing & collaborative approach to daily work and interactions, and a no-nonsense approach to solving problems and driving results
  • This is a remote role

Core Competencies

  • Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully.
  • Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.
  • Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions.
  • Written Communication - Able to read and interpret written information.
  • Teamwork - Contributes to building a positive team spirit.
  • Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment.
  • Attendance/Punctuality - Is consistently at work and on time.
  • Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments.

We are an equal opportunity employer. This position requires a successful drug screen and background testing. To be considered for the position, candidates must be eligible to work in the United States without sponsorship.

- provided by Dice