Insight Global
Incident Manager Remote
Insight Global, Chicago, Illinois, United States, 60290
US work authorizationSomeone who embodies being Oaky7+ years of Production support experience and relevant experience in Service Now, DevOps, TechOps, Monitoring tools, and Process Improvements3+ years of leading/Managing technical production support team membersPreferred ITIL certificationAbility to do complex, in-depth analysis and develop innovative methods regarding problem diagnosis and resolution with systems comprising custom developed product, SaaS, and other platforms.Advanced verbal and written communication skills necessary to present/explain technical knowledge, and provide advice to management, regulators, reviewers, and stakeholders.Experience and skills needed for customer support to include a focus on listening, rapport-building, clear communication, friendly and approachable nature, and courtesy and respect.He or she must possess exceptional verbal and written communications skills, an operations-oriented mindset, and a knack for technical firefighting, diagnostics, troubleshooting and problem solving.
What does being Oaky look like?
Radiating positive energyAssuming good intentionsCreating an unmatched patient experienceDriving clinical excellenceTaking ownership and delivering resultsBeing scrappy
Why Oak Street?
Oak Street Health offers our coworkers the opportunity to be at the forefront of a revolution in healthcare, as well as:Collaborative and energetic cultureFast-paced and innovative environmentCompetitive benefits including paid vacation and sick time, generous 401K match with immediate vesting, and health benefitsOak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply to oakstreethealth. com/careers.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal. com.
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .Role Description: As a Technical Incident Management Consultant for Production management team, The role serves as a bridge between Production management, Application development and IT support teams and serves as a SME and influencer for the company toolkit, process and practice. This position collaborates heavily with IT support and Delivery teams to manage the process to restore normal service operation as quickly as possible to minimize the impact to business operations. Accountable for the process and maintains, designs and improves the process as necessary to achieve the objectives of the business.
Core Responsibilities:
Point of contact for all Major Incidents and Accountable for the overall process efficiency and effectivenessIdentify, initiate, schedule and conduct Incidents and Problems reviewsPromote and reinforce adherence to the process and policies associated with Incident and Problem ManagementEnsure the design of the Incident process aligns with the business and industry best practicesStrengthen incident management communication process and policies and Responsible for communicating with the Incident Process OwnersPerform root cause investigation and issue resolution, providing in-depth analysis and developing innovative methods regarding problem diagnosis and resolution, thoroughly documenting findings.Responsible for the effective implementation of the process "Incident and Problem Management" and carries out the respective reporting procedure.Owns the process and supporting documentation for the process from a strategic and tactical perspectiveEnsures that the process is fit for purposeCollaborates with operations teams to develop playbooks and to ensure tools are set up correctly and data is captured optimally.Ensures alignment of Key Performance Indicators (KPIs) to Critical Success Factors (CSFs) and that these objectives are realizedWorks in conjunction with Continual Service Improvement (CSI)Work with Stakeholders and technology leaders to align the strategy with the broader production management strategy and road map for strategy planning and execution.Perform other duties as assigned.
What does being Oaky look like?
Radiating positive energyAssuming good intentionsCreating an unmatched patient experienceDriving clinical excellenceTaking ownership and delivering resultsBeing scrappy
Why Oak Street?
Oak Street Health offers our coworkers the opportunity to be at the forefront of a revolution in healthcare, as well as:Collaborative and energetic cultureFast-paced and innovative environmentCompetitive benefits including paid vacation and sick time, generous 401K match with immediate vesting, and health benefitsOak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply to oakstreethealth. com/careers.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal. com.
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .Role Description: As a Technical Incident Management Consultant for Production management team, The role serves as a bridge between Production management, Application development and IT support teams and serves as a SME and influencer for the company toolkit, process and practice. This position collaborates heavily with IT support and Delivery teams to manage the process to restore normal service operation as quickly as possible to minimize the impact to business operations. Accountable for the process and maintains, designs and improves the process as necessary to achieve the objectives of the business.
Core Responsibilities:
Point of contact for all Major Incidents and Accountable for the overall process efficiency and effectivenessIdentify, initiate, schedule and conduct Incidents and Problems reviewsPromote and reinforce adherence to the process and policies associated with Incident and Problem ManagementEnsure the design of the Incident process aligns with the business and industry best practicesStrengthen incident management communication process and policies and Responsible for communicating with the Incident Process OwnersPerform root cause investigation and issue resolution, providing in-depth analysis and developing innovative methods regarding problem diagnosis and resolution, thoroughly documenting findings.Responsible for the effective implementation of the process "Incident and Problem Management" and carries out the respective reporting procedure.Owns the process and supporting documentation for the process from a strategic and tactical perspectiveEnsures that the process is fit for purposeCollaborates with operations teams to develop playbooks and to ensure tools are set up correctly and data is captured optimally.Ensures alignment of Key Performance Indicators (KPIs) to Critical Success Factors (CSFs) and that these objectives are realizedWorks in conjunction with Continual Service Improvement (CSI)Work with Stakeholders and technology leaders to align the strategy with the broader production management strategy and road map for strategy planning and execution.Perform other duties as assigned.