Sr Technical Problem Management Analyst

Altera, a member of the N.

Harris Computer Corporation family, delivers health IT solutions that support caregivers around the world.

These include the Sunrise™, Paragon®, Altera TouchWorks®, Altera Opal, STAR™, HealthQuest™ and dbMotion™ solutions.

At the intersection of technology and the human experience, Altera Digital Health is driving a new era of healthcare, in which innovation and expertise can elevate care delivery and inspire healthier communities across the globe.

A new age in healthcare technology has just begun.

Incident Manager – Canada

PST/ MST time zone

Altera Digital Health

About Us

We are seeking an enthusiastic and results-oriented Incident Manager to join our dynamic global team.

This is a fantastic opportunity to advance your career within a leading digital healthcare company.

Apply today and discover how you can contribute to Altera's mission of improving healthcare outcomes.

Job Responsibilities


* Leads all efforts to resolve major incidents in a timely and effective manner


* Takes responsibility for the performance of every individual deployed for major incident resolution, independently of their team of origin.


* Acquires and leverages a full understanding of Service Level Agreements and operating protocols applicable to Diligent, its clients and their support partners.


* Manages expectations and behaviors to ensure focus remains with resolving business impacts, avoids deflection of responsibility and finger pointing by all parties involved


* Coordinates and supports the delivery of timely, thorough and accurate Root Cause Analysis reports.


* Keeps visibility of existing business impacts and resolution avenues being pursued throughout incidents.


* Owns, improves and maintains major incident procedures, including etiquette


* Acts as a mentor for the team, guiding more junior staff in terms of how to manage client expectations.


* Acts as the go-to person for that specific area of expertise for other team members

Role Requirements


* Healthcare experience is preferred.


* Proven experience working within a Microsoft environment, including Azure.


* In-depth knowledge of MS Operating Systems and SQL Server.


* Proven experience in incident management, including critical situation management.


* Excellent collaboration skills with the ability to work independently and proactively.


* Confidence and assertiveness to control and guide calls, ensuring effective communication and resolution.

Working Arrangements:


* Standard workweek or as defined by assignment requirements.


* Flexibility to work in a standard office environment or remotely.


* Availability for after-hours, on-call support, and holidays as needed.


* Expect on-call and after-hours work during peak times, including end of month/quarter/year; during these times, PTO is limited to meet business needs.

 

Our company complies with all local/state regulations ...