Engineer III - Major Incident & Event Manager

What you can expect! 

Find joy in serving others with IEHP! We welcome you to join us in “healing and inspiring the human spirit” and to pivot from a “job” opportunity to an authentic experience!

The Engineer III - Major Incident & Event Manager will be reporting to the Manager, ITSM and manage all of IEHP’s IT related Critical Incidents and Event management activities.

The Engineer III - Major Incident & Event Manager applies understanding and knowledge of information systems products and services to assist in the management of Major Incidents and Event Management. The role will ensure the integration, correlation, and consolidation of events across domains is standardized and centralized in the global event management platform with respect to the published architectural and process standards.

They will assist users and colleagues in resolving all outage related problems and questions. The Engineer III - Major Incident & Event Manager must have superlative written and oral communications skills and must have proven record of high level of work quality.

Commitment to Quality: The IEHP Team is committed to incorporate IEHP’s Quality Program goals including, but not limited to, HEDIS, CAHPS, and NCQA Accreditation.

Perks

IEHP is not only committed to healing and inspiring the human spirit of our Members, but we also aim to match our team members with the same energy by providing prime benefits and more.

• Competitive salary.
• Hybrid schedule.
• State of the art fitness center on-site.
• Medical Insurance with Dental and Vision.
• Life, short-term, and long-term disability options
• Career advancement opportunities and professional development.
• Wellness programs that promote a healthy work-life balance.
• Flexible Spending Account – Health Care/Childcare
• CalPERS retirement
• 457(b) option with a contribution match
• Paid life insurance for employees
• Pet care insurance

1. Undertake immediate efforts to ensure effective and rapid response and restoration (Crisis/ P1 / P2).
2. Advocate for Tier 2 and Tier 3 technical teams, and business units
3. Research, identify, and propose viable solutions for major incident process.
4. Perform incident management functions per Information Technology Infrastructure Library (ITIL) and serves as the incident owner throughout the lifecycle.
5. Research issues and escalations, convening escalation bridges with appropriate Tier 2 and Tier 3 groups as necessary.
6. Develops, tracks, and presents key Incident Management metrics.
7. Deconstruct major incidents to identify issue lifecycle versus root cause.
8. Coordinate identification and resolution of major incidents with resolvers.
9. Obtain and document accurate updates on the work being done to resolve the outage.
10. Document/update appropriate communications, phone portals and service portals wherever applicable during outage.
11. Coordinate the logistics around and conducts related audits of major incidents, including sample selection, documentation, and communication of results. Ensures compliance with requirements, processes, and procedures. Ensures timely completion, management, and control of deliverables.
12. Ensure conformance to and provides high level of expertise on incident tool(s), knowledge management tool(s) and quality management tool(s), processes, and procedures.
13. Perform as technical evaluator for support plans and Knowledge Articles for known issues. Reviews and makes recommendations of improvements to knowledge management documentation.
14. Contribute analysis and documentation to Known Error Database.
15. Interpret and implement incident standards and requirements.
16. Adhere to and maintains high levels of expertise in all incident management support processes, procedures, and expectations established by management.
17. Assist with the updating of SOPs, work instructions, checklists, and various other documents.
18. Support the strategic planning and design of the Monitoring & Event Management framework.
19. Ensure the integration, correlation, and consolidation of events across domains is standardized and centralized in the global event management platform (AIOps) with respect to the published architectural and process standards.
20. Identify opportunities for standardization and process improvement, with goal of enhancing the customer experience.
21. Proactively collaborate with all service owners (esp. CX, Domains and Managed Service Providers) to ensure that the event management framework meets the expectations of all key stakeholders, creates value, and drives effective decision-making and continuous improvement of services and service components.
22. Proactively identify training opportunities to execute on the organization’s overall goals.
23. Meet or exceed all Goals and Objectives and Service Level Targets.
24. Provide input to senior team members regarding outage related actions/activities.
25. Work on-call hours that would include 24/7 coverage per the SOPs.

Education & Requirements 

• Eight (8) years of experience in Critical Incident Management
• Five (5) years of experience in ITIL Event Management
• Demonstrated experience using ServiceNow ITSM (Incident, Major incident and Event Management) products
• A solid understanding of ITSM with practical experience designing, implementing, and supporting ITIL improvements
• Bachelor’s degree in Computer Science, Information Management or similar technical field from an accredited institution required
• ITIL v3 foundation or higher preferred

Key Qualifications

• Must have a valid California Driver's License
• Knowledge of:
  • Major ITSM processes including Critical Incident management, Problem management, Event Management and Request Management
  • Current business practices and computing systems, IT development methodologies and operations
  • Program and project management and planning, process mapping
• Understanding of:
  • Healthcare issues, information systems, management issues, and current trends
  • Conceptualizing business strategies while implementing information systems and technology strategic direction
• Excellent organizational and time management skills
• Displays basic Project and Problem Management skills and abilities
• Ability to recognize errors and correct to meet organizational standards
• Ability to troubleshoot problems and work with other groups to find solutions
• Proven ability to analyze and report on various levels of data and metrics
• Proven ability to:
  • Be a subject matter expert with a hands-on approach in a complex fast-paced business environment
  • Present issues and challenges in senior management forums
  • Work with a team of professionals from various disciplines
  • Lead through times of change, disruption, and growth
  • Be highly tenacious, combined with high stress resistance
  • Follow outlined processes and procedures
  • Speak and communicate effectively and in an articulate and diplomatic manner across all levels of the organization
  • Follow verbal and written instructions
  • Work independently with little supervision
  • Coordinate and drive conference calls
  • Have capability of multi-tasking, managing multiple events simultaneously
  • Be extremely detail oriented
  • Use logic, methods, and tools to solve problems with effective solutions

Start your journey towards a thriving future with IEHP and apply TODAY!

This position is on a hybrid work schedule. (Mon & Fri - remote, Tues - Thurs onsite in Rancho Cucamonga, CA.)