Lead IT Incident Manager

About the Role

OpenLoop seeks a Lead IT Incident Manager to own and elevate the stability of critical digital operations. This position is responsible for establishing a robust incident management framework that spans the entire organization. The role requires a leader capable of designing end-to-end governance for complex digital events while guiding executive stakeholders with clarity during high-pressure situations. The successful candidate will drive the evolution of support workflows and shape incident response playbooks to accommodate rapid growth and strategic expansion. The position demands the translation of intricate technical failures into clear, business-focused trade-offs, enabling leadership to make swift decisions without compromising the delivery of care.

This is a leadership position that requires ownership of process architecture. The manager will act as the central coordinator, ensuring continuity and resilience across all systems. The role involves close collaboration with technology, operations, and executive teams to align incident response with business objectives. The ability to manage multiple priorities simultaneously while maintaining a focus on long-term stability is essential.

Key Facts

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Location: Remote (USA)

Remote

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Engagement: Full-time

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Compensation: $130,000 to $170,000 USD per year

What You'll Do

• Architect intake pathways that transition users from scattered chat-based requests into structured, ordered JIRA records, integrated with live Monday.com views for operational transparency.
• Orchestrate the incident command process during critical outages, serving as the primary "showrunner" and delivering data-driven status updates to executives and partners.
• Design and scale incident management playbooks capable of absorbing the complexity of M&A activities, including Okta tenant provisioning and large-scale system migrations.
• Direct global, "follow-the-sun" support models, managing Business Process Outsourcing teams and contractors to ensure seamless 24/7 service stability.
• Conduct thorough post-incident reviews to trace the root causes of major failures and oversee the implementation of corrective actions to prevent recurrence.
• Map and verify dependencies across vendors and platforms, ensuring handoffs remain reliable as patient volumes increase and the technology stack evolves.
• Verify that response practices adhere to internal and external standards, closing gaps through targeted coaching, actionable checklists, and updated runbooks for technical crews.
• Coordinate change windows and migration procedures, reducing operational risk when infrastructure, identity, and records systems are updated concurrently.

Requirements

• Hold a Bachelor's degree in Information Systems, Computer Science, or a comparable field that provides a foundation in analytical problem-solving.
• Bring five or more years of experience directing enterprise applications or business platforms, supplemented by a minimum of three years in stakeholder management.
• Demonstrate deep familiarity with ITIL practices and a proven ability to manage high-tempo incidents within expanding, complex technical environments.
• Possess hands-on experience with Atlassian toolkit products such as JIRA and Confluence, as well as modern work platforms like monday.com.
• Translate dense technical breakdowns into concise, actionable choices for executive audiences while preserving the integrity of service delivery.
• Document a record of managing distributed teams and large-scale integrations, with a focus on M&A scenarios and the alignment of cross-functional groups.
• Remain calm under escalating pressure, exercising sharp analysis and cross-functional relationship skills to navigate crises.
• Handle technology integrations such as Okta tenant setup and system relocations, scaling incident management routines as organizational volumes climb.

Nice to Have

• Exposure to healthcare workflows, compliance expectations, and patient-facing digital journeys.

Skills & Tools

• JIRA
• Confluence
• monday.com
• Okta

Our Company Culture

OpenLoop maintains a relatively flat organizational structure that empowers every individual to contribute ideas and drive execution. This environment aligns with core values of Autonomy, Competence, and Belonging, ensuring that all team members feel supported in performing their best work. The company fosters a culture of ownership and collaboration, encouraging professionals to take initiative and see projects through to completion.

Benefits

In addition to competitive compensation, salaried positions at OpenLoop include a comprehensive benefits package. Employees are eligible for medical, dental, and vision plans, along with flexible spending or health savings accounts. The company also offers flexible paid time off, a 401(k) plan with company match, and life insurance, including pet insurance coverage.

Application Details