Job Information
MEDICAREMD.COM Technical/IT Incident Manager in AMERICAN FORK, Utah
We are open to this role working remotely in the United States, however candidates local to the Salt Lake Metro with the ability to come into the office as needed are preferred.
Job Summary
As an Incident Manager, you will drive rapid incident resolution, ensuring minimal business disruption and maintaining service excellence. You will lead high-impact response efforts, coordinate across teams, and drive root cause analysis to strengthen system resilience and operational efficiency.
This role is perfect for someone who thrives in fast-paced environments, enjoys problem-solving, and wants to make a tangible impact on business continuity within HS1. If you're passionate about ensuring seamless IT operations and driving continuous improvement, this is the role for you.
What You Will Do
Lead and 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 and Generate Reports: Monitor incident patterns, delivering insights and recommendations to leadership on service performance and improvement areas
Mentor and Guide Teams: Train and empower support teams in best practices for effective incident resolution
Travel/Physical Demands
Travel typically less than 10%
Office environment with no special physical demands required
Qualifications
What You Will Have
ITIL Expertise: Expertise in ITIL framework and best practices in IT service management
Incident Tracking and ITSM Tools: Hands-on experience with platforms like Jira Service Management, Splunk, Dynatrace, New Relic, Nagios, or similar tools
Cloud and Infrastructure Knowledge: Familiarity with enterprise IT environments, cloud services, and infrastructure management, with some hands on experience
Change Management: Knowledgeof 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
Nice to Haves
Bachelor's Degree in Information Systems, Computer Science or a related field
Exposure to Windows/Linux environments, SQL, Active Directory, and... For full info follow application link.
Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommoda ted without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.