IT Service Manager II (Incident & Problem Management)

Teladoc Health is a global, whole person care company made up of a diverse community of people dedicated to transforming the healthcare experience. As an employee, you’re empowered to show up every day as your most authentic self and be a part of something bigger – thriving both personally and professionally. Together, let’s empower people everywhere to live their healthiest lives.

Summary of Position

As the IT Service Manager II, you will oversee all aspects of the Incident & Problem Management process, from identification to resolution. If you have an obsessive focus on troubleshooting, service levels, standardizing processes, meaningful metrics, insightful root cause analysis and enjoy driving continuous improvements, then this is the right opportunity for you.

The IT Service Manager II will be responsible for working closely with product teams, client service teams, software developers, the NOC, SREs and infrastructure teams to drive complex outages to resolution in a timely and effective manner through coordination of internal teams and third-party vendors. Also, the IT Service Manager II will drive continuous improvement activities including root-cause analysis of IT problems and proactive trend analysis of IT incidents to identify corrective and preventative actions and measures and will act as an escalation point for the team for leadership and our business partners focusing on driving down incident count, reducing MTTR and incident duration.

Essential Duties and Responsibilities

• Participate in a 24/7/365 on-call rotation.
• Lead, facilitate and coordinate the Incident and Problem Management related service restoration bridges and meetings to assure adherence to approved policies and procedures.
• Triage all the appropriate support teams for expedite troubleshooting within a technical bridge and business bridges.
• Ensuring all senior roles and accountabilities responsible for assessing business impact and restoring service are represented and taking prescribed action.
• Provide frequent and meaningful business/client-centric executive communication to our senior business and technology leaders.
• Severity (Impact / Urgency) and Priority determination based on situational appraisal and extracted information from our partner functions.
• Maintaining a heightened level of sensitivity to future business impact and risk to customers/stakeholders.
• Acting in a leadership style capacity and having general oversight on our most significant Major Incident events.
• Lead problem management review investigations after each major incident to establish root cause and   corrective actions.
• Establish and cultivate relationships with stakeholders to create and support the incident and problem management processes.
• Generate KRI/KPI reporting to measure success of the incident and problem management process, trend analysis reports of recurring incidents, monthly metrics major incidents and problems and other reports as required.
• Initiate actions to resolve potential interruptions to service identified during proactive and trending analysis of IT incidents.
• Partner with the NOC on enhancing first line support and communication processes.
• Work with cross-functional business teams to understand SLAs for reporting.
• Thoroughly document operational practices and procedures.
• Participate in other projects and duties as assigned.

The time spent on each responsibility reflects an estimate and is subject to change dependent on business needs.

Supervisory Responsibilities

No

Qualifications Expected for Position

• Must be able to take the initiative and be a self-starter.
• Enterprise major incident command and control experience managing bridges across several IT disciplines to ensure to ensure timely resolutions and proper documentation.
• Experience with application or infrastructure technical analysis, such as reading logs, alerts, and monitors.
• Working knowledge of IT infrastructure components: servers, storage, networking, and security.
• Experience in crafting clear and concise incident status updates suitable for an executive level IT and business leadership audience required.
• Working knowledge and experience with Enterprise Service Management (ESM) platforms such as ServiceNow, JIRA or equivalent ticket management tools.
• Experience gathering and incident and problem management process metrics.
• Strong working knowledge of ITIL and IT Service Management processes, specifically around incident and problem management.
• Experience working in a managed services environment with knowledge of vendor governance.
• Experience with high availability/incident response (on call).
• Experience in working in a Service Delivery role in a Business-Critical environment. Must have a business/ end user focus with a technical background.
• Excellent interpersonal skills, as well as excellent communication skills, verbal and written to both technical and non-technical audiences that are in a geographically dispersed environment.
• Proficient in Microsoft Office 365 applications especially in Word, Excel, PowerPoint and Outlook.

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Why Join Teladoc Health?

A New Category in Healthcare:  Teladoc Health is transforming the healthcare experience and empowering people everywhere to live healthier lives.  

Our Work Truly Matters: Recognized as the world leader in whole-person virtual care, Teladoc Health uses proprietary health signals and personalized interactions to drive better health outcomes across the full continuum of care, at every stage in a person’s health journey.  

Make an Impact: In more than 175 countries and ranked Best in KLAS for Virtual Care Platforms in 2020, Teladoc Health leverages more than a decade of expertise and data-driven insights to meet the growing virtual care needs of consumers and healthcare professionals.  

Focus on PEOPLE:  Teladoc Health has been recognized as a top employer by numerous media and professional organizations. Talented, passionate individuals make the difference, in this fast-moving, collaborative, and inspiring environment. 

Diversity and Inclusion:  At Teladoc Health we believe that personal and professional diversity is the key to innovation. We hire based solely on your strengths and qualifications, and the way in which those strengths can directly contribute to your success in your new position.  

Growth and Innovation:  We’ve already made healthcare yet remain on the threshold of very big things. Come grow with us and support our mission to make a tangible difference in the lives of our Members.  

As an Equal Opportunity Employer, we never have and never will discriminate against any job candidate or employee due to age, race, religion, color, ethnicity, national origin, gender, gender identity/expression, sexual orientation, membership in an employee organization, medical condition, family history, genetic information, veteran status, marital status, parental status or pregnancy.