Incident Lead

Summary

Join Nextech as an Incident Lead to manage critical incidents impacting business operations. Lead cross-functional teams, ensure effective communication, and drive continuous improvement in incident response. This pivotal role minimizes disruption, maintains service levels, and protects Nextech's reputation within the healthcare technology sector. The position requires strong leadership, communication, and technical skills to resolve incidents swiftly and efficiently. Compliance with relevant regulations is essential. The role offers a fully remote work environment and a comprehensive benefits package.

Requirements

• 5+ years of experience in incident management, crisis response, or a related role in a SaaS company
• Proven experience leading high-severity (P1/S1) incident management across cross-functional teams
• Strong understanding of IT operations, cloud infrastructure (AWS, Azure, GCP), and DevOps practices
• Skilled in producing post-incident reviews, root cause analyses, and executive-level reporting
• Experience building and scaling incident response processes, documentation, and training programs
• Strong leadership and decision-making skills while under pressure
• Strong written and verbal communication skills with the ability to present complex information in a clear and concise manner
• Familiarity with incident management frameworks and standard metrics
• Experience with incident tracking tools (e.g., StatusPage.io , ServiceNow, PagerDuty, Jira)
• Strong project management skills with experience managing cross-functional teams and complex workflows
• Self-motivated with a strong attention to detail and a passion for data-driven decision-making

Responsibilities

• Lead the response to high-impact incidents, ensuring swift resolution and clear communication
• Act as the primary point of contact during incidents, coordinating internal teams and external stakeholders
• Facilitate incident prioritization, triage, root cause analysis, and post-incident reviews
• Develop, maintain, and scale incident response plans, playbooks, and escalation procedures
• Ensure accurate and timely documentation of incident timelines, actions taken, and outcomes
• Communicate incident status and impact to executive leadership and affected business units
• Identify trends and recurring issues to recommend preventive measures
• Collaborate with IT, Security, Compliance, and other departments to improve resilience and response capabilities
• Provide training and guidance to incident responders and stakeholders
• Identify and leverage appropriate AI capabilities to improve and automate essential incident management functions
• Carry out additional responsibilities as assigned based on business need
• Lead end-to-end lifecycle of high-priority incidents (e.g., P1/S1), ensuring effective containment and resolution
• Act as incident commander, coordinating cross-functional response teams
• Define ownership, escalation paths, and service restoration objectives
• Serve as the primary communication liaison with internal teams, and when appropriate, clients and vendors
• Manage structured, timely updates throughout incident lifecycles for all stakeholder levels
• Own incident bridge calls and coordinate execution of response workflows
• Drive the development and delivery of internal alerts, client notifications, and RCA reports
• Develop and enforce standardized incident response processes and runbooks
• Lead post-incident reviews with clear documentation of root cause, action items, and follow-ups
• Collaborate with Engineering, DevSecOps, and Infrastructure teams to resolve systemic issues
• Analyze incident trends and report key metrics and insights to inform strategic improvements
• Conduct regular tabletop exercises and readiness training sessions for technical and business teams
• Maintain and refine incident classification and severity models aligned with SLAs and compliance
• Ensure incident response aligns with risk management, cybersecurity, and business continuity programs
• Support SOC reports, audits, and regulatory inquiries related to incident events

Preferred Qualifications

• Experience developing and scaling business operations, incident response processes, and related best practices
• Analytical mindset with attention to detail
• Ability to influence without authority and drive change across diverse teams
• Prior experience with healthcare operations is a plus

Benefits

• Generous annual bonus opportunity
• 401(k) with Employer Match
• Flexible Time Off: take time off when you need it without worrying about available hours
• 10 paid holidays
• Volunteer Time Off
• Insurance: Choice of Medical, Dental, and Vision plans
• Health Savings Account with employer match
• Flexible Spending Account
• 100% Company-Paid Parental leave
• 100% Company-Paid Life Insurance and Short/Long Term Disability Insurance
• Nextech Luminary Peer Recognition Program
• Wellness Program including discounts on medical premiums
• Employee Assistance Program with free counseling sessions available
• Corporate Discounts on Retail, Travel, and Entertainment
• Pet Insurance options