Engineering Incident Manager

Summary

The Operational Escalation Manager role is a critical position within the company that focuses on identifying and resolving unreported or escalated issues across various departments and products. The role requires leadership, team management, cross-functional collaboration, process improvement, and reporting skills. Benefits include career development, competitive salary, flexible work hours, remote work option (Portugal only), health and well-being program, and access to the company's tech stack information.

Requirements

• Proven experience in technical support, troubleshooting, or a related field
• Strong problem-solving skills and the ability to think strategically and critically
• Excellent leadership and team management abilities
• Effective communication and interpersonal skills for cross-functional collaboration
• Technical proficiency and a good understanding of the company's products and services
• Ability to handle high-pressure situations and prioritize tasks effectively

Responsibilities

• Proactively identify issues that have yet to be reported or escalated through regular channels across various departments including the PTs portal, onboarding, devices, and logistics
• Lead the investigation and diagnosis of these issues to understand their root causes
• Develop and implement quick-fix solutions to mitigate the impact on affected users
• Collaborate with engineering, product, operations, IT, and other relevant teams to define and implement long-term solutions
• Lead a specialized team dedicated to resolving escalated issues
• Provide guidance, training, and support to team members to enhance their troubleshooting skills and efficiency
• Work closely with other departments, including Member and Client Ops, Product, IT, and Engineering, to ensure cohesive problem-solving and process improvements
• Develop and refine processes for issue escalation, tracking, and resolution
• Implement feedback loops to continuously improve the team’s effectiveness and the quality of solutions provided
• Track and report on the progress of issue resolution and the impact of implemented solutions

Benefits

• A stimulating, fast-paced environment with lots of room for creativity
• A bright future at a promising high-tech startup company
• Career development and growth, with a competitive salary
• The opportunity to work with a talented team and to add real value to an innovative solution with the potential to change the future of healthcare
• A stimulating environment with room for creativity - fast-paced, fun, and energetic startup
• A flexible environment where you can control your hours (remotely) with unlimited vacation
• Access to our health and well-being program (digital therapist sessions)
• Remote or Hybrid work policy (Portugal only)