Lead IT Incident Manager

OpenLoop

IT Incident Manager overseeing incident response and management for telehealth solutions. Leading change in workflows and managing global support teams to ensure service stability.

Posted 7/21/2026full-timeRemote • 🇺🇸 United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in incident management and stakeholder engagement, with a strong focus on ITIL frameworks and the Atlassian ecosystem. Proven ability to lead global teams and manage technology integrations effectively in high-pressure environments.

Highest-signal resume keywords

Incident ManagementStakeholder ManagementITIL FrameworksAtlassian Ecosystem (JIRA/Confluence)Technology Integrations (Okta Provisioning)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementStakeholder ManagementITIL FrameworksSystem IntegrationsData-Driven Decision MakingPost-Incident Reviews (RCAs)Ticket-Based WorkflowsM&A Technology Integrations24/7 Service StabilityComplex Technical Environments

Soft Skills

Calm Under PressureCritical ThinkingCross-Functional CollaborationEffective CommunicationLeadership

Tools & Technologies

JIRAMonday.comConfluenceOkta

Industry Keywords

Enterprise ApplicationsBusiness SystemsGlobal Support ModelsBPO ManagementService Stability

About the role

Key responsibilities & impact

Act as an agent of change to migrate the organization from ad-hoc, Slack-based support to structured, ticket-based workflows using JIRA and Monday.com
Lead incident response as the primary "showrunner," providing data-driven updates and managing stakeholder expectations during high-pressure outages.
Design and scale incident management playbooks to support rapid company growth, including M&A-related technology integrations (e.g., Okta provisioning, system migrations).
Coordinate global, "follow-the-sun" support models, managing BPO/contractor teams to ensure 24/7 service stability.
Conduct post-incident reviews (RCAs) to identify trends, oversee corrective measures, and establish long-term preventive strategies.

Requirements

What you’ll need

Bachelor’s degree in IS, Computer Science, or equivalent
5+ years leading enterprise applications or business systems; 3+ years in a Stakeholder Management role
Deep understanding of ITIL frameworks; proven ability to manage incidents in high-growth, complex technical environments.
Strong hands-on experience with the Atlassian ecosystem (JIRA/Confluence) and modern PM platforms (monday.com)
Exceptional ability to synthesize complex technical failures into business-impacting trade-offs for executive leadership.
Proven track record in managing global, distributed teams and executing large-scale system integrations (M&A focus).
Calm under pressure, critical thinker, and effective at cross-functional stakeholder management.
Experience with technology integrations (Okta tenant provisioning, system migrations) and the ability to scale incident management processes as the organization doubles its patient count

Benefits

Comp & perks

Medical, Dental, and Vision plans
Flexible Spending/Health Savings Accounts
Flexible PTO
401(k) + Company Match
Life Insurance, Pet insurance, and more