Incident Escalation Manager

BrightSpring Health Services

The Incident Escalation Manager oversees the Manager on Duty (MOD) team that manages the lifecycle of all unplanned interruptions, malfunctions, and quality reductions of provided IT services. The main goals are to follow incident management protocols and restore provided IT services to normal operation as quickly as possible. This role requires a solid understanding of customer systems, processes, and terminology to be able to convey the business impact of an outage and set appropriate incident priority when engaging IT support teams. The Incident Escalation Manager will also be responsible for partnering with Change Management for advanced planning of major systems maintenance to ensure effective and timely communication to business operations. This manager role will drive Problem Management that includes root cause analysis, and cross-functional team collaboration.

Oversees the incident management process and team members that drive incident through resolution.
• Develops artifacts that outline incident protocols by partnering with Tier II teams to document processes and ensure alignment on all aspects of support process.
• Adjusts the incident management process as required to ensure its effectiveness.
• Manages Manager on Duty to ensure all protocols are diligently followed.
• Ensures the gathering of pertinent information to clarify the impact on users and any workarounds if available.
• Provides guidance as needed for managing Major Incidents when a judgment call is needed for who to engage and how to move forward when a resolution path is not clear.
• Engages other department resources if the first SME contacted is not able to identify root cause for an outage.
• Tracks and logs staff hours worked in project and payroll management systems.
• Engages with leadership to ensure timely response to incidents, thorough communication, and consistent follow up.
• Validates and escalates other expedite requests when justified.
• Reviews change requests and clarifies downtime communication needs ahead of the implementation schedule.
• Captures relevant information to ensure the Help Desk and MODs can provide effective support.
• Creates knowledgebase articles based on the above and ensures Help Desk awareness to the new KB content.
• Follows up with the Implementation team to close any knowledge gaps based on Help Desk analyst feedback.
• Establishes Problem Management practice through consistent tools, root cause analysis and accountability.

• Bachelor's Degree in IT preferred and/or comparable experience
• Five or more years management experience, IT preferred
• Healthcare industry preferred
• Experience in fast-paced environment
• Solid understanding of IT service management software including ITIL.
  
• Excellent managerial skills and ability to collaborate with team members.
  
• Strong problem solving, analytical, and time management skills.
  
• Adept at relationship management and communication with all levels of an organization.