SmithRx

Incident Manager

SmithRx

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Command high-severity incident bridges, directing cross-functional teams (Engineering, Plan Operations, Customer Success) toward rapid identification and mitigation of issues.
  • Act as the central point of contact during crises, ensuring that triage efforts remain focused, efficient, and aligned with SLAs.
  • Partner with stakeholders and senior leadership to provide timely, transparent, and accurate communication regarding business impact, resolution status, and recovery times.
  • Act as the primary representative of the incident response team to internal business units, translating deeply technical concepts into clear business updates.
  • Lead comprehensive blameless Post-Mortem and Root Cause Analysis (RCA) investigations to uncover underlying system or operational deficiencies.
  • Partner with Product and Engineering managers to translate RCA findings into actionable, prioritized roadmap items that mitigate long-term technical risks.
  • Continuously mature SmithRx’s incident management frameworks, on-call workflows, and alerting protocols.
  • Establish and maintain best practices for incident documentation, tracking metrics (e.g., MTTA, MTTR), and running tabletop exercises to prepare teams for future events.

Requirements

  • 5+ years of experience in technical incident management, site reliability engineering (SRE), or IT operations, ideally within a fast-paced, highly-regulated SaaS or healthcare environment.
  • A proven track record of delivering results in ambiguous, high-pressure situations while keeping teams focused and calm.
  • Deep understanding of modern incident management protocols, ITIL frameworks, and tools (e.g., PagerDuty, Jira, Datadog).
  • Exceptional written and verbal communication skills, including the ability to write strategic documentation (e.g., incident reports, executive summaries, process proposals).
  • Demonstrated ability to influence overlapping business and technology areas without direct authority to reduce inefficiencies and improve platform reliability.
  • Alignment with our core values: Courage to Transform, Operate with Integrity, and Together We Succeed.
Benefits
  • Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life Insurance and AD&D Insurance
  • Flexible Spending Benefits
  • 401(k) Retirement Savings Program
  • Short-term and long-term disability
  • Discretionary Paid Time Off
  • Paid Company Holidays
  • Wellness Benefits
  • Commuter Benefits
  • Paid Parental Leave benefits
  • Employee Assistance Program (EAP)
  • Well-stocked kitchen in office locations
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical incident managementsite reliability engineeringIT operationsincident management protocolsITIL frameworksroot cause analysisincident documentationmetrics trackingblameless post-mortemalerting protocols
Soft Skills
communication skillsleadershipproblem-solvinginfluenceteam collaborationadaptabilityfocus under pressurestrategic thinkingtranslating technical conceptscalmness in crises