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Incident & Problem Manager

Remote USA

LetsGetChecked is a global healthcare solutions company that provides the tools to manage health from home through health testing, virtual care, genetic sequencing, and medication delivery for a wide range of health and wellness conditions. LetsGetChecked's end-to-end model includes manufacturing, logistics, lab analysis, physician support, and prescription fulfillment. Founded in 2015 and co-headquartered in Dublin and Atlanta, LetsGetChecked empowers people to take control of their health and live longer, happier lives.

As Incident & Problem Manager at LetsGetChecked, you'll play a pivotal role in bolstering technical operations to advance our core mission of empowering individuals, corporations, universities, public sectors, and health insurance companies. You'll operate at the nexus of technical operations, product engineering, cloud computing, and intricate data environments, necessitating profound expertise in at least three domains, fervor for all four, and adeptness in engaging stakeholders across the board.

Join us in expanding our extensive, globally distributed technology platform, built on AWS infrastructure, and serving multiple markets worldwide. Our platform is designed to prioritize user-friendliness while ensuring the integrity and security of the valuable data our customers entrust to us.

Responsibilities include, but are not limited to, the following:

  • Serve as the primary point of contact for all communication related to incident response efforts.
  • Lead the incident management process to ensure timely resolution, coordinating response teams, and communicating with stakeholders.
  • Develop comprehensive incident response plans, outlining roles, responsibilities, and procedures for various stakeholders.
  • Monitor and track incidents, ensuring they are logged, categorized, prioritized, and resolved within agreed service levels.
  • Conduct post-incident reviews to analyze root causes, document lessons learned, and communicate these to relevant parties.
  • Escalate significant incidents or issues to senior management, providing timely updates and recommendations for action.
  • Serve as the on-call escalation point for the incident response team, ensuring that critical incidents are managed effectively and resolved promptly.
  • Prepare detailed incident reports for internal stakeholders, management, and regulatory authorities, ensuring accuracy and completeness.
  • Identify recurring incidents and analyze patterns to prevent future issues.
  • Manage the lifecycle of problems, including root cause analysis, workaround development, and permanent resolution.
  • Maintain a known error database and ensure thorough documentation of problems and their solutions.
  • Analyze incident and problem data to identify trends, patterns, and areas for improvement in response processes and procedures.
  • Create project schedules, set timelines, and allocate resources effectively to ensure permanent incident resolution.
  • Monitor project progress, track key performance indicators (KPIs) and Service Level Agreements (SLAs), and adjust plans as needed to meet objectives.
  • Collaborate with internal teams, external vendors, customers, and regulatory authorities to ensure smooth and effective problem resolution.
  • Provide regular updates to stakeholders on the status of incidents, including impacts, mitigation strategies, and resolution timelines.
  • Lead and manage the Technical Operations (Tech Ops) team, providing direction, guidance, and support to ensure high performance and professional development.
  • Set clear goals and expectations for the Tech Ops team, aligning with overall business and IT objectives.
  • Conduct regular performance evaluations, providing feedback, coaching, and mentoring to team members.
  • Oversee the recruitment, training, and development of Tech Ops staff to build a skilled and motivated team.
  • Foster a positive and collaborative team environment, encouraging innovation, continuous learning, and proactive problem-solving.
  • Ensure that the Tech Ops team is adequately resourced and that workloads are effectively managed to meet operational demands.
  • Address and resolve any personnel issues within the Tech Ops team, ensuring alignment with company policies and practices.
  • Implement best practices and continuous improvement initiatives to enhance incident and problem management processes.
  • Provide training and guidance to team members and other stakeholders on incident response best practices, procedures, and tools.
  • Propose and implement improvements in the documentation of incident response activities, including timelines, actions taken, and outcomes.

What you’ll need:

  • Bachelor's degree in a relevant field such as Computer Science, Information Technology, Engineering, or a related discipline, or equivalent experience.
  • ITIL certification (v3 or v4) is highly desirable.
  • Certifications in project management (e.g., PMP, PRINCE2) are preferred.
  • Proven experience in incident and problem management or a related IT service management role.
  • Experience in developing and implementing incident response plans and procedures.
  • Strong project management experience, preferably in a technical or IT-related field.
  • Proficiency in using project management tools and software for scheduling, tracking, and reporting on project progress.
  • Knowledge of IT infrastructure, networking, and security principles.
  • Familiarity with best practices for IT service management, including frameworks like ITIL or ISO/IEC 20000.
  • Experience with IT service management tools (e.g., ServiceNow, BMC Remedy).
  • Strong communication skills, both verbal and written, with the ability to convey technical information to non-technical stakeholders clearly and concisely.
  • Exceptional interpersonal skills, with the ability to collaborate effectively with diverse teams and stakeholders.
  • Ability to motivate and inspire team members to achieve common goals.
  • Strong organizational skills, with the ability to multitask and manage competing priorities effectively.
  • Adaptability and resilience to navigate through challenging and high-pressure situations.
  • Professionalism and integrity in dealing with sensitive and confidential information.
  • Continuous learning mindset to stay updated on emerging technologies, best practices, and industry trends related to incident management and IT security.
  • Strong attention to detail and commitment to maintaining high standards of quality and accuracy.

Alongside base salary of $110,000-$120,000 we offer a range of benefits including: 

  • Health insurance and an Employee Assistance Program
  • 401k
  • Annual Compensation Reviews 
  • LetsGetChecked has a flexible PTO policy
  • Free monthly LetsGetChecked tests as we are not only focused on the well-being of our patients but also the well-being of our teams
  • A referral bonus program to reward you for helping us hire the best talent
  • Internal Opportunities and Careers Clinics to help you progress your career within the company.
  • Maternity, Paternity, Parental and Wedding leave.

 

Why LetsGetChecked

At LetsGetChecked, we are revolutionizing healthcare by making it more accessible, convenient, and personalized. Our mission is to empower individuals with the knowledge and tools they need to manage their health proactively, so they can live longer, happier lives.

By joining our team, you will be part of a dynamic and innovative company that is dedicated to improving lives through cutting-edge technology and compassionate care. We value our employees and invest in their growth, offering opportunities for professional development and career advancement. Together, we can make a meaningful impact on the future of healthcare and help people take control of their health journey. Join us in our commitment to transforming healthcare for the better.

Our Commitment to Diversity, Equity, and Inclusion

At LetsGetChecked, we are committed to fostering an inclusive environment that celebrates diversity in all its forms. We believe that the diversity of thought, background, and experience strengthens our teams and drives innovation. We are an equal-opportunity employer and do not discriminate on the basis of race, ethnicity, religion, color, place of birth, sex, gender identity or expression, sexual orientation, age, marital status, military service status, or disability status. Our goal is to ensure that everyone feels valued and empowered to thrive.

To learn more about LetsGetChecked and our mission to help people live longer, healthier lives please visit https://www.letsgetchecked.com/careers/

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