Job Description
The Senior Incident Manager is a critical member of the Global Operations team, responsible for leading the end-to-end management of major incidents across a SaaS healthcare platform. This role operates with a high degree of autonomy, serves as a technical resource and mentor to peers, and drives continuous improvement across incident management processes. The ideal candidate brings deep technical expertise, strong written and verbal communication skills, and a proven ability to lead under pressure - from initial triage through post-incident review.
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 HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:
Skills and Requirements
5+ years of experience in IT operations, technical support, or incident management, with at least 2 years in a healthcare IT or SaaS environment
Monitoring & Observability platform skills specifically Datadog
Demonstrated experience independently managing major incidents (Sev1/Sev2) in a production environment
Proficiency with monitoring and observability platforms (e.g., AppDynamics, SolarWinds, Splunk, Datadog, or equivalent)
Strong understanding of ITIL incident, problem, and change management frameworks
Exceptional written communication skills - RCAs, executive summaries, and customer-facing documentation must be consistently clear and error-free
Experience facilitating post-mortem and post-incident review meetings with cross-functional and customer-facing stakeholders
Proven ability to ask targeted diagnostic questions based on ticket review and environment knowledge - Experience with healthcare payer platforms (e.g., HealthEdge, TriZetto, Facets) or claims processing environments
Familiarity with WebLogic, OSGi/Karaf, Apache Camel, or similar enterprise middleware
ITIL v4 Foundation certification or higher
Experience with process improvement methodologies (Lean, Six Sigma, or equivalent)
Demonstrated experience leading tool implementation or operational transformation initiatives
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