Major Incident Manager (Remote)

Availity delivers revenue cycle and related business solutions for health care professionals who want to build healthy, thriving organizations. Availity has the powerful tools, actionable insights and expansive network reach that medical businesses need to get an edge in an industry constantly redefined by change.

The Major Incident Manager in IT is responsible for overseeing the resolution of critical incidents that have significant impact on business operations, services, or systems. This role acts as the central point of coordination during major incidents, ensuring that restoration efforts are effective, timely, and communicated clearly to all stakeholders.

Sponsorship, in any form, is not available for this position.

Location: Remote, US

Role qualifications:

• Strong Analytical Thinking: Ability to assess complex technical situations and make quick, informed decisions under pressure. Knowing when and where to ask questions ensuring the quickest restoration of service. Apply risk benefit analysis to multiple impacting issues in order to prioritize remediation efforts.
• Excellent Communication Skills: Skilled at delivering clear, concise information to technical and non-technical audiences verbally and in writing. The ability to negotiate difficult conversations effectively and with ease without concertation.
• Leadership: Proven ability to lead and drive cross-functional teams in high-stress environments while managing expectations from the c-suite but ensuring restoration activity is not derailed.
• Problem-Solving: Demonstrated capability to identify solutions and drive resolution in urgent situations.
• Attention to Detail: Thorough documentation and tracking of incident progress within ServiceNow Major Incident Workbench.
• Technical Acumen: Strong understanding of SaaS operations, IT infrastructure, AWS/Azure cloud services, monitoring tools Splunk and New Relic, automation, scripting, process improvement, and service management frameworks (e.g., ITIL).
• Familiarity with observability tools, and skill at interpreting data from those tools.
• Time Management: Ability to prioritize tasks and manage multiple incidents simultaneously.

What you will be doing:

• Incident Coordination: Lead and coordinate the response to major IT incidents, involving relevant technical teams, vendors, and business stakeholders.
• Communication Management: Maintain clear and consistent communication with internal teams, senior leadership, and external parties throughout the life cycle of the incident.
• Initial Root Cause Analysis: prepare post-incident reviews, documenting findings and working with teams to identify initial root causes for customer notifications and preparation for in-depth problem management.
• Process Improvement: Drive continuous improvement initiatives for incident management processes, policies, and tools.
• Stakeholder Engagement: Ensure stakeholders are kept informed of incident status, impacts, and timelines for resolution.
• Documentation: Record all actions taken during the incident, maintain incident logs, and produce incident reports for management review.
• Compliance & Reporting: Ensure incidents are managed in line with company policies, regulatory requirements, and industry best practices.

Availity culture and benefits:

• Availity is a certified "Great Place to Work", a "Best Workplaces for Technology Companies", a "Best Workplaces for Women" and a "Best Workplaces for Millennials"!
• Culture is important to us and there are many ways for you to make your mark here!
• We have several Diversity & Inclusion teams and various ways to engage with fellow Availity associates. "AvaiLadies", "Beyond Black", "HOLA", "Availity Pride", "VetAvaility" a Young Professionals Group and "She Can Code IT" a group for women in tech are some of the groups you can get involved in.
• Availity is a culture of continuous learning. We have many resources and experts in our tech stack and in our industry that can help get you there too!
• We offer a competitive salary, bonus structure, generous HSA company contribution, healthcare, vision, dental benefits and a 401k match program that you can take advantage of on day one!
• We offer unlimited PTO for salaried associates + 9 paid holidays. Hourly associates start at 19 days of PTO and go up from there with all the same holiday benefits.
• Interested in wellness? We allow our associates to reimburse up to $250/year for gym memberships, participation in racing events, weight management programs, etc.
• Interested in furthering your education? We offer education reimbursement!
• Availity offers Paid Parental Leave for both moms and dads, both birth parents and adoptive parents.
• Want to work for an organization that gives back to the community? You're at the right place! Availity partners with various organizations, both locally and nationally, to raise awareness, funds and morale as our staff members volunteer their time and funds to engage the organizations campaign.

Next steps:

After you apply, you will receive text/email messages thanking you for applying and then you will continue to receive more text/email messages alerting you as to where you are in the recruitment process.

Interview process:

• Recruiter video interview
• Manager resume review
• Manager video interview
• Panel video interview
• Senior leadership video interview

Video Camera Usage:

Availity fosters a collaborative and open culture where communication and engagement are central to our success. As a remote first company, we are also camera-first and provide all associates with camera/video capability to simulate the office environment. If you are not able to use your camera for all virtual meetings, you should not apply for this role.

Having cameras on helps create a more connected, interactive, and productive environment, allowing teams to communicate more effectively and build stronger working relationships. The usage of cameras also enhances security and protects sensitive company information. Video participation is required to ensure that only authorized personnel are present in meetings and to prevent unauthorized access, data breaches, preventing social engineering, or the sharing of confidential information with non-participants.

Disclaimers:

Availity is an equal opportunity employer and makes decisions in employment matters without regard to race, religious creed, color, age, sex, sexual orientation, gender identity, gender expression, genetic information, national origin, religion, marital status, medical condition, disability, military service, pregnancy, childbirth and related medical conditions, or any other classification protected by federal, state, and local laws and ordinances.

Availity is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

NOTICE: Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. When required by state law or federal regulation, Availity uses I-9, Employment Eligibility Verification in conjunction with E-Verify to determine employment eligibility. Learn more about E-Verify at http://www.dhs.gov/e-verify.

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