Tbwa Chiat/Day Inc
Critical Incident Manager II Dallas, TX, Hybrid
Tbwa Chiat/Day Inc, Dallas, Texas, United States, 75215
Signify Health is currently seeking a Major Incident and Problem Manager to join our IT Service Management team to lead the response to major incidents as well as proactive/reactive problems. The goal is to lead responses using ITIL processes to expedite resolutions to incidents and problems in order to minimize business, financial, reputational, and legal/regulatory risks. This role will be responsible for engaging stakeholders, business owners and key technical resources. Key tasks will be driving bridge calls (facilitation, pace, activity, clarifying actions), providing clear communication to various stakeholders, delivering process training, identifying trends, producing monthly management/operational reports and various other activities related to IT service management.The Incident/Problem Manager is expected to use their extensive knowledge of both incident & problem management processes to mitigate impact and reduce the time to restore business services. Post restoration, this individual will need to track RCAs to completion and any associated remediation efforts to avoid future recurrence. This individual will be responsible for understanding multiple lines of businesses including customer segments and critical services, and developing a deep understanding of the applications and infrastructure components supporting these services. Individual will collaborate with team members to deliver an enterprise wide service will be a key success factor.What will you do?Establish and drive the means to resolve incidents and restore business services as rapidly as possibleLead major incident bridge by driving resolver teams to incident resolution within the SLAsContinually assess business impact and articulate/communicate across multiple groups including executive managementOwnership and execution of key activities of incident and problem management processes, including:
Event analysis, documentation and leveraging established processes to assign priority to incidentsEngage key resources including vendors as necessary (technical, product and executive management personnel)Prompt communication to all affected parties, including executive managementAccurately track incident and problem records in ticketing systems (JIRA, ServiceNow, etc.)Documentation of incident timeline and remediation actionsLead post incident review meetings (Root Cause Analysis phase)Record, assign and track corrective actions through closurePrepare and present monthly metrics, status and service health reportsManage key contacts and on-call schedules in paging system (Opsgenie)
Lead post-incident event activities (reactive problem management) to identify/assign action items to prevent future occurrences by leveraging best practices of ITIL problem managementDevelop and executive strategies to identify and address potential problems before they impact customers (proactive problem management)Conduct training and knowledge sharing sessions across various teams and new hires to help adapt to standardized processes.Continuous improvement and evolution of service management processes and procedures to maintain high quality and "industry-best" customer serviceClose collaboration with other service management functions (change management, service desk, etc) and assist as necessary in the spirit of one-teamProvide on-call support during non-business hours (team provides 24x7 support for incidents)We are looking for someone with:Minimum of 5 years experience in Major Incident/Problem managementExcellent written and verbal communication skills with ability to explain/articulate technical and business concepts clearly and effectively.Strong analytical and problem solving skillsAbility to facilitate conversations confidently and clearly on conference calls, in meetings, via collaboration tools, via email, and at all levels of the organization is essential.Experience working with engineering, product and business teamsStrong interpersonal skills with ability to foster a positive working environment.Crisis management skills: able to set priorities, pursue multiple threads at the same time, accurately reflect current state and drive towards desired state.Ability to maintain calmness during stressful situationsStrong organizational skills with the ability to manage multiple tasks simultaneously.Client focus and ownership, use of own initiative and a proactive approach to work.Ability to engage and manage vendors during critical events and problem investigationsAbility to support On-call (team provides 24x7 support for incidents)ITIL Foundations Version 4 Certification preferredExperience with ticketing systems is a plus (Jira, Agile, Confluence, etc.)Knowledge/experience with a wide-range of enterprise technologies, including but not limited to, cloud technologies (Azure/AWS), distributed services (server and database), network, storage, web architecture, and microservices is a plusThe base salary hiring range for this position is
$64,500 to $120,400 . Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits.In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. Eligible employees may enroll in a full range of medical, dental, and vision benefits, 401(k) retirement savings plan, and an Employee Stock Purchase Plan. We also offer education assistance, free development courses, paid time off programs, paid holidays, a CVS store discount, and discount programs with participating partners.About Us:Signify Health is helping build the healthcare system we all want to experience by transforming the home into the healthcare hub. We coordinate care holistically across individuals’ clinical, social, and behavioral needs so they can enjoy more healthy days at home. By building strong connections to primary care providers and community resources, we’re able to close critical care and social gaps, as well as manage risk for individuals who need help the most. This leads to better outcomes and a better experience for everyone involved.Our high-performance networks are powered by more than 9,000 mobile doctors and nurses covering every county in the U.S., 3,500 healthcare providers and facilities in value-based arrangements, and hundreds of community-based organizations. Signify’s intelligent technology and decision-support services enable these resources to radically simplify care coordination for more than 1.5 million individuals each year while helping payers and providers more effectively implement value-based care programs.To learn more about how we’re driving outcomes and making healthcare work better, please visit us at www.signifyhealth.comDiversity and Inclusion are core values at Signify Health, and fostering a workplace culture reflective of that is critical to our continued success as an organization.We are committed to equal employment opportunities for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.Apply for this job
*indicates a required fieldFirst Name *Last Name *Email *Phone *Location (City) *Resume/CV *Enter manuallyAccepted file types: pdf, doc, docx, txt, rtfEnter manuallyAccepted file types: pdf, doc, docx, txt, rtfHow many years of Major Incident experience do you have? *Have you led root cause analysis? Please give an example *What is your desired base salary? [Ok to provide a range] *Are you legally authorized to work in the United States for our company? *
Select...Will you require visa sponsorship now or in the future? *
Select...By applying to this position you acknowledge your responsibilities associated with the level of this position to the protection of Health Information in accordance with the HIPAA Security & Privacy Rules and Signify Policies *
Select...Voluntary Self-Identification
For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.As set forth in Signify Health’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.Select...Voluntary Self-Identification of Disability
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We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp .How do you know if you have a disability?
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Event analysis, documentation and leveraging established processes to assign priority to incidentsEngage key resources including vendors as necessary (technical, product and executive management personnel)Prompt communication to all affected parties, including executive managementAccurately track incident and problem records in ticketing systems (JIRA, ServiceNow, etc.)Documentation of incident timeline and remediation actionsLead post incident review meetings (Root Cause Analysis phase)Record, assign and track corrective actions through closurePrepare and present monthly metrics, status and service health reportsManage key contacts and on-call schedules in paging system (Opsgenie)
Lead post-incident event activities (reactive problem management) to identify/assign action items to prevent future occurrences by leveraging best practices of ITIL problem managementDevelop and executive strategies to identify and address potential problems before they impact customers (proactive problem management)Conduct training and knowledge sharing sessions across various teams and new hires to help adapt to standardized processes.Continuous improvement and evolution of service management processes and procedures to maintain high quality and "industry-best" customer serviceClose collaboration with other service management functions (change management, service desk, etc) and assist as necessary in the spirit of one-teamProvide on-call support during non-business hours (team provides 24x7 support for incidents)We are looking for someone with:Minimum of 5 years experience in Major Incident/Problem managementExcellent written and verbal communication skills with ability to explain/articulate technical and business concepts clearly and effectively.Strong analytical and problem solving skillsAbility to facilitate conversations confidently and clearly on conference calls, in meetings, via collaboration tools, via email, and at all levels of the organization is essential.Experience working with engineering, product and business teamsStrong interpersonal skills with ability to foster a positive working environment.Crisis management skills: able to set priorities, pursue multiple threads at the same time, accurately reflect current state and drive towards desired state.Ability to maintain calmness during stressful situationsStrong organizational skills with the ability to manage multiple tasks simultaneously.Client focus and ownership, use of own initiative and a proactive approach to work.Ability to engage and manage vendors during critical events and problem investigationsAbility to support On-call (team provides 24x7 support for incidents)ITIL Foundations Version 4 Certification preferredExperience with ticketing systems is a plus (Jira, Agile, Confluence, etc.)Knowledge/experience with a wide-range of enterprise technologies, including but not limited to, cloud technologies (Azure/AWS), distributed services (server and database), network, storage, web architecture, and microservices is a plusThe base salary hiring range for this position is
$64,500 to $120,400 . Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits.In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. Eligible employees may enroll in a full range of medical, dental, and vision benefits, 401(k) retirement savings plan, and an Employee Stock Purchase Plan. We also offer education assistance, free development courses, paid time off programs, paid holidays, a CVS store discount, and discount programs with participating partners.About Us:Signify Health is helping build the healthcare system we all want to experience by transforming the home into the healthcare hub. We coordinate care holistically across individuals’ clinical, social, and behavioral needs so they can enjoy more healthy days at home. By building strong connections to primary care providers and community resources, we’re able to close critical care and social gaps, as well as manage risk for individuals who need help the most. This leads to better outcomes and a better experience for everyone involved.Our high-performance networks are powered by more than 9,000 mobile doctors and nurses covering every county in the U.S., 3,500 healthcare providers and facilities in value-based arrangements, and hundreds of community-based organizations. Signify’s intelligent technology and decision-support services enable these resources to radically simplify care coordination for more than 1.5 million individuals each year while helping payers and providers more effectively implement value-based care programs.To learn more about how we’re driving outcomes and making healthcare work better, please visit us at www.signifyhealth.comDiversity and Inclusion are core values at Signify Health, and fostering a workplace culture reflective of that is critical to our continued success as an organization.We are committed to equal employment opportunities for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.Apply for this job
*indicates a required fieldFirst Name *Last Name *Email *Phone *Location (City) *Resume/CV *Enter manuallyAccepted file types: pdf, doc, docx, txt, rtfEnter manuallyAccepted file types: pdf, doc, docx, txt, rtfHow many years of Major Incident experience do you have? *Have you led root cause analysis? Please give an example *What is your desired base salary? [Ok to provide a range] *Are you legally authorized to work in the United States for our company? *
Select...Will you require visa sponsorship now or in the future? *
Select...By applying to this position you acknowledge your responsibilities associated with the level of this position to the protection of Health Information in accordance with the HIPAA Security & Privacy Rules and Signify Policies *
Select...Voluntary Self-Identification
For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.As set forth in Signify Health’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.Select...Voluntary Self-Identification of Disability
Form CC-305Page 1 of 1OMB Control Number 1250-0005Expires 04/30/2026Voluntary Self-Identification of Disability
Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026Why are you being asked to complete this form?
We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp .How do you know if you have a disability?
A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability.
Disabilities include, but are not limited to:Alcohol or other substance use disorder (not currently using drugs illegally)Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDSBlind or low visionCancer (past or present)Cardiovascular or heart diseaseCeliac diseaseCerebral palsyDeaf or serious difficulty hearingDiabetesDisfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disordersEpilepsy or other seizure disorderGastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndromeIntellectual or developmental disabilityMental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSDMissing limbs or partially missing limbsMobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supportsNervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilitiesPartial or complete paralysis (any cause)Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysemaShort stature (dwarfism)Traumatic brain injury
Disability Status
Select...
PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.
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