Job Description

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development. 

Summary

An Incident Manager is responsible for identifying, analyzing, and resolving technical issues that disrupt operations in a timely manner, verifying business continuity by coordinating response teams, communicating updates to stakeholders, and implementing processes to prevent future incidents, requiring strong analytical, problem-solving, and communication skills to effectively lead during critical situations

Your role in our mission

Essential Job Functions

• Lead the incident management process and oversee team members involved in resolving incidents.
• Quickly detect service disruptions, assess their impact, and escalate critical incidents to the appropriate teams
• Assemble and lead cross-functional teams to investigate, diagnose, and resolve incidents, assigning tasks and managing resource allocation
• Provide clear and timely updates to stakeholders regarding incident status, mitigation efforts, and resolution timelines
• Conduct post-incident reviews to identify the root causes of incidents, develop preventative measures, and improve future response strategies
• Develop, document, and maintain incident management procedures, including escalation protocols and best practices
• Track incident metrics, analyze trends, and generate reports to identify areas for improvement and inform decision-making
• Work closely with Infrastructure, operations, and support teams to resolve incidents efficiently.
• Proficiency in  ITSM (IT Service Management) , including incident management, documentation, and hardware
• Proficiency in incident response, infrastructure, ITIL, metrics, production environment, incident reports, technical issues, NOC (Network Operations Center), SOC (Security Operations Center), client-facing, Cloud, AWS and SharePoint
• Create reports as required to establish that all required SLAs are being meet for the project

What we're looking for

Basic Qualifications

• Bachelor's degree or equivalent combination of education and experience
• Bachelor's degree in business administration, engineering, information systems or related field preferred
• Nine or more years of support services, project, or program experience
• Experience working with the technology industry
• Experience working with company products and operating systems
• Experience working with AWS services, architecture, and operational best practices.

Other Qualifications

• Good project management skills
• Good analytical and problem solving skills
• Good interpersonal skills to interact with customers and team members
• Good leadership and organizational skills
• Good communication skills
• Good skills in managing to contracts and budgets
• Good relationship building skills
• Ability to work in a team environment
• Willingness to travel
• Requires 24/7 on-call availability to manage and resolve critical incidents as they arise

What you should expect in this role

• Hybrid environment in Rancho Cordova/Sacramento, CA

The deadline to submit applications for this posting is 1/17/2025.

#LI-REMOTE

#LI-LM1

The pay range for this position is $86,300.00 - $123,300.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits , and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is committed to a diverse, equitable, and inclusive workplace. We are proud to be an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We celebrate diversity and are dedicated to creating an inclusive environment for all employees.

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