Research and Triage Specialist

The Business
The Individual Marketplace (IM) within Benefits Delivery & Administration supports call center–driven health insurance operations, including Medicare, ancillary products, and funding processes. The IM Triage team plays a critical role in stabilizing operations by coordinating responses to security, operational, and systemic incidents across multiple platforms, systems, and teams.
 

The Role
The Incident Response & Triage Analyst serves as a central coordination point for incident intake, triage, and recovery across the Individual Marketplace. This role combines heavy triage responsibility, incident command, and project management capabilities to translate user‑reported problems into actionable work for technical and operational teams. The analyst routinely leads incident calls, aligns diverse stakeholders with differing priorities, and communicates impact, risk, and progress to leadership using clear, business‑relevant metrics.
 

Incident Triage & Recovery
•    Assist in incident triage by identifying issues, gathering relevant details, documenting findings, and escalating based on defined severity standards
•    Participate in production incident response and workflow recovery activities under the guidance of senior analysts or leadership
•    Provide clear, timely status updates throughout incidents and recovery events to ensure shared understanding
•    Document investigative actions, decisions, and recovery steps to support operational visibility and knowledge capture
 

Business & Operational Awareness
•    Develop an understanding of production workflows and how they support client deliverables and core business services
•    Recognize potential service and client impacts and apply prioritization guidance accordingly
•    Demonstrate awareness of operational risk, escalation triggers, and downstream impacts across systems and teams
 

Professionalism & Collaboration
•    Act as a reliable and accountable team member in both routine operations and incident scenarios
•    Participate in incident calls, working sessions, and recovery efforts as directed or required
•    Communicate clearly, respectfully, and professionally with peers, partners, and stakeholders at all levels
•    Adhere to established documentation, communication, security, and process standards
 

Problem Solving
•    Resolve routine operational issues using documented procedures and existing knowledge resources
•    Perform structured troubleshooting within defined scope across multiple systems and workflows
•    Escalate issues appropriately when they extend beyond role authority or present heightened risk
•    Accurately document actions taken, findings, and outcomes to support auditability and learning
 

Additional Responsibilities
•    Serve as an incident commander for assigned security or operational incidents, coordinating activities and driving issues to resolution
•    Field issue reports from non‑technical call center staff and partners and translate them into technically actionable work items
•    Aggregate information from multiple systems, bug reports, call data, and teams into a cohesive incident narrative and execution plan
•    Coordinate across Fraud, Legal, Product, Engineering, Carrier, Funding, and Client teams to maintain alignment
•    Develop, track, and present metrics that convey business impact, service risk, and operational health to leadership and executive audiences
•    Support incident‑related projects, recurring issue remediation efforts, and continuous process improvement initiatives
•    Participate in on‑call rotations and provide escalation support during high‑impact operational events