We are seeking an experienced and composed Incident Manager to join our Reliability Engineering & Operations (REO) team. In this role, you will serve as the primary coordinator and driver of the escalated incident management process, owning the end-to-end response to Sev1 and Sev2 incidents across our hosted customer environments. You will bridge technical and business stakeholders, ensuring incidents are resolved with urgency and precision, communications are clear and timely, and every incident leaves behind a documented record that feeds continuous improvement. This is a high-visibility, cross-functional role that demands strong situational awareness, calm under pressure, and a command of ITSM principles across incident, problem, and change management. We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/. Required Skills & Experience

• 2-4 years of experience in an incident management or IT operations role, with demonstrated ownership of escalated incidents in a production environment
• Experience independently managing major incidents (Sev1/Sev2) in a production environment
• Proven ability to coordinate cross-functional technical and support teams during high-severity incidents in a fast-paced, customer-facing environment
• Strong understanding of ITSM principles
• Working knowledge of production IT environments including cloud infrastructure, virtualized environments, hybrid cloud, and Windows/Unix operating systems
• Excellent written and verbal communication skills, with demonstrated experience interacting with all levels of management and customer stakeholders
• Ability to produce clear, high-quality incident documentation including timelines, RCAs, and post-incident reports
• Strong organizational skills with the ability to manage multiple active incidents and competing priorities simultaneously
• Experience working in a HIPAA-regulated or compliance-driven environment
• Ability to work 3 days on 4 days off 12-hour shifts

Nice to Have

Skills & Experience

• ITIL 4 Foundation certification or higher
• Experience with AWS-hosted infrastructure and cloud operations environments
• Familiarity with hyper-converged infrastructure, software-defined networking, or containerized environments
• Experience using ITSM or incident management tooling (e.g., ServiceNow, Jira, or similar)
• Experience in healthcare IT or payer technology environments

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.