Engineering Incident Manager

closed
SWORD Health Logo

SWORD Health

πŸ“Remote - Portugal

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)
This job is filled or no longer available