Technical Incident Manager

Summary

Join Henry Schein One as an Incident Manager and drive rapid incident resolution, ensuring minimal business disruption. You will lead incident response efforts, coordinate across teams, and perform root cause analysis to enhance system resilience. This role requires expertise in ITIL, incident tracking tools, and cloud infrastructure. You will collaborate with various teams, maintain clear documentation, and mentor support teams. Preference is given to candidates local to the Salt Lake Metro area, though remote work within the US is possible. Henry Schein One offers a competitive compensation package and excellent benefits.

Requirements

• ITIL Expertise: Expertise in ITIL framework and best practices in IT service management
• Incident Tracking & ITSM Tools: Hands-on experience with platforms like Jira Service Management, Splunk, Dynatrace, New Relic, Nagios, or similar tools
• Cloud & Infrastructure Knowledge: Familiarity with enterprise IT environments, cloud services, and infrastructure management, with some hands on experience
• Change Management: Knowledge of best practices for managing IT changes efficiently
• 2 – 5+ years of progressively increasing responsibility in IT Operations, Technical Support (Level 2 or higher), Incident Management or a related professional experience
• Exceptional communication, multi-tasking, and conflict resolution skills
• Ability to build strong partnerships across all levels and departments within HS1
• Ability to analyze, solve complex problems, and make quick decisions under pressure

Responsibilities

• Lead & Own Incident Response: Take command of incident management bridge calls and chats, orchestrating response efforts across support, development, infrastructure, and business teams—escalating when necessary to senior leadership
• Enhance Incident Management Processes: Continuously refine workflows to minimize downtime, optimize service availability, and improve response efficiency
• Primary Escalation Point: Act as the central liaison during incidents, ensuring seamless communication between IT teams, vendors, and business stakeholders
• Drive Post-Incident Analysis: Conduct detailed reviews to uncover root causes, implement preventive measures, and reduce recurring issues
• Maintain Clear Documentation: Keep thorough records of incidents, resolutions, and lessons learned, providing valuable insights for future improvements
• Collaborate Across Departments: Work closely with support, helpdesk, and development teams to analyze recurring incidents and proactively enhance system stability
• Ensure Stakeholder Communication: Provide timely updates and manage expectations for key stakeholders during critical incidents
• Analyze Trends & Generate Reports: Monitor incident patterns, delivering insights and recommendations to leadership on service performance and improvement areas
• Mentor & Guide Teams: Train and empower support teams in best practices for effective incident resolution

Preferred Qualifications

• Bachelor’s Degree in Information Systems, Computer Science or a related field
• Exposure to Windows/Linux environments, SQL, Active Directory, and scripting
• Certifications: ITIL Foundation, PMP or relevant technical certifications

Benefits

• Competitive compensation
• Excellent benefits package – Medical, Dental and Vision Coverage, 401K Plan with Company Match, Paid Time Off (PTO), Sick Leave (if applicable), Paid Parental Leave, Short Term Disability, Income Protection, Work Life Assistance Program, Health Savings and Flexible Spending Accounts, Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more