Incident Manager

Summary

Join Altera Digital Health's dynamic global team as an Incident Manager in Canada. This role requires leading incident resolution efforts, managing team performance, and ensuring adherence to service level agreements. You will be responsible for root cause analysis, maintaining incident procedures, and mentoring junior staff. The ideal candidate possesses proven incident management experience, strong Microsoft environment knowledge, and excellent collaboration skills. Flexibility for remote work and on-call support is required. Apply today to contribute to Altera's mission of improving healthcare outcomes.

Requirements

• Proven experience working within a Microsoft environment, including Azure
• In-depth knowledge of MS Operating Systems and SQL Server
• Proven experience in incident management, including critical situation management
• Excellent collaboration skills with the ability to work independently and proactively
• Confidence and assertiveness to control and guide calls, ensuring effective communication and resolution

Responsibilities

• Leads all efforts to resolve major incidents in a timely and effective manner
• Takes responsibility for the performance of every individual deployed for major incident resolution, independently of their team of origin
• Acquires and leverages a full understanding of Service Level Agreements and operating protocols applicable to Diligent, its clients and their support partners
• Manages expectations and behaviors to ensure focus remains with resolving business impacts, avoids deflection of responsibility and finger pointing by all parties involved
• Coordinates and supports the delivery of timely, thorough and accurate Root Cause Analysis reports
• Keeps visibility of existing business impacts and resolution avenues being pursued throughout incidents
• Owns, improves and maintains major incident procedures, including etiquette
• Acts as a mentor for the team, guiding more junior staff in terms of how to manage client expectations
• Acts as the go-to person for that specific area of expertise for other team members

Preferred Qualifications

Healthcare experience

Benefits

• Flexibility to work in a standard office environment or remotely
• Availability for after-hours, on-call support, and holidays as needed