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Incident Manager

3 weeks ago
United States
Full-time
Senior
Operations Manager
DevOps and Infrastructure
Datadog JIRA PagerDuty
Apply Now
SmithRx

SmithRx

SmithRx revolutionizes pharmacy benefits with transparent technology, connecting stakeholders for efficient drug delivery and cost savings.

Pharmaceuticals
1K-5K
Founded 2016
$38M raised
View All Jobs 43

Description

  • Command high-severity incident bridges and direct cross-functional teams to identify and mitigate issues quickly.
  • Serve as the central point of contact during incidents and keep triage efforts focused, efficient, and aligned with SLAs.
  • Partner with stakeholders and senior leadership to provide timely, transparent updates on business impact, resolution status, and recovery times.
  • Translate technical incident details into clear business communications for internal teams.
  • Lead blameless post-mortem and root cause analysis investigations to identify underlying system and operational issues.
  • Work with Product and Engineering managers to turn RCA findings into prioritized roadmap items that reduce long-term risk.
  • Continuously improve incident management frameworks, on-call workflows, and alerting protocols.
  • Establish and maintain incident documentation standards, tracking metrics such as MTTA and MTTR, and running tabletop exercises.
  • Drive systemic changes that improve platform reliability and prevent future disruptions.

Requirements

  • 5+ years of experience in technical incident management, site reliability engineering, or IT operations.
  • Experience in a fast-paced, highly regulated SaaS or healthcare environment is ideal.
  • Deep understanding of modern incident management protocols, ITIL frameworks, and tools such as PagerDuty, Jira, and Datadog.
  • Strong written and verbal communication skills, including the ability to produce incident reports, executive summaries, and process proposals.
  • Demonstrated ability to influence business and technology stakeholders without direct authority.
  • Ability to perform effectively in ambiguous, high-pressure situations while keeping teams calm and focused.
  • Alignment with SmithRx core values: Courage to Transform, Operate with Integrity, and Together We Succeed.
  • Familiarity with domain-driven design and cloud-native architecture is preferred.
  • Experience in healthcare, pharmacy benefit management, or health-tech is preferred.
  • Experience working with geographically distributed teams and stakeholders is preferred.

Benefits

  • Highly competitive medical, pharmacy, dental, vision, life, and AD&D insurance.
  • Flexible Spending Benefits.
  • 401(k) Retirement Savings Program.
  • Short-term and long-term disability coverage.
  • Discretionary Paid Time Off and paid company holidays.
  • Wellness benefits and an Employee Assistance Program (EAP).
  • Commuter benefits.
  • Paid parental leave.
  • Well-stocked kitchen in office locations.

Interested in this position?

Apply directly on the company website

Apply Now

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