Incident Manager

Incident Manager – Canada

PST/ MST time zone

Altera Digital Health

About Us

We are seeking an enthusiastic and results-oriented Incident Manager to join our dynamic global team. This is a fantastic opportunity to advance your career within a leading digital healthcare company. Apply today and discover how you can contribute to Altera's mission of improving healthcare outcomes.

Job Responsibilities

• Leads all efforts to resolve major incidents in a timely and effective manner
• Takes responsibility for the performance of every individual deployed for major incident resolution, independently of their team of origin.
• Acquires and leverages a full understanding of Service Level Agreements and operating protocols applicable to Diligent, its clients and their support partners.
• Manages expectations and behaviors to ensure focus remains with resolving business impacts, avoids deflection of responsibility and finger pointing by all parties involved
• Coordinates and supports the delivery of timely, thorough and accurate Root Cause Analysis reports.
• Keeps visibility of existing business impacts and resolution avenues being pursued throughout incidents.
• Owns, improves and maintains major incident procedures, including etiquette
• Acts as a mentor for the team, guiding more junior staff in terms of how to manage client expectations.
• Acts as the go-to person for that specific area of expertise for other team members

Role Requirements

• Healthcare experience is preferred.
• Proven experience working within a Microsoft environment, including Azure.
• In-depth knowledge of MS Operating Systems and SQL Server.
• Proven experience in incident management, including critical situation management.
• Excellent collaboration skills with the ability to work independently and proactively.
• Confidence and assertiveness to control and guide calls, ensuring effective communication and resolution.

Working Arrangements:

• Standard workweek or as defined by assignment requirements.
• Flexibility to work in a standard office environment or remotely.
• Availability for after-hours, on-call support, and holidays as needed.
• Expect on-call and after-hours work during peak times, including end of month/quarter/year; during these times, PTO is limited to meet business needs.