IT Service Manager II (Incident and 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

We are seeking a detail-oriented IT Service Manager II to oversee our Incident & Problem Management processes across the organization. In this role, you will coordinate cross-functional teams to drive complex outage resolutions while maintaining clear communication with stakeholders at all levels. Your analytical mindset will be essential as you lead root cause investigations, implement preventative measures, and continually improve our service delivery through meaningful metrics and standardized processes.

Essential Duties and Responsibilities

• Lead incident management activities, including coordination of service restoration bridges, team triage, and executive communications during critical events

• Drive problem management through post-incident investigations, root cause analysis, and implementation of corrective actions to prevent recurrence of incidents.

• Generate and analyze KPI/KRI reporting to measure service performance, identify trends in recurring incidents, and initiate proactive actions to resolve potential service interruptions.

• Establish and cultivate relationships with stakeholders across the organization, working with cross-functional teams to understand SLAs and develop thorough documentation of operational practices and procedures.

• Partner with technical teams (NOC, product teams, development, SREs, infrastructure) to enhance support processes, assess business impact through severity determination, and maintain sensitivity to customer/stakeholder risk during service incidents.

• Demonstrate technical leadership during major incidents by ensuring all accountabilities are represented and prescribed actions are taken according to established protocols.

• Support continuous improvement initiatives by standardizing processes, implementing best practices, and enhancing first-line support capabilities through training and knowledge transfer.

Shift details

• Monday to Friday 09:00 am to 06:00 pm (Argentina Time)

• On-call rotation participation

Required Qualifications

• Demonstrated experience managing enterprise-level major incidents across multiple IT disciplines, including coordinating technical bridges to ensure timely resolutions.

• Technical analysis experience with applications or infrastructure, including interpreting logs, alerts, and monitoring tools.

• Working knowledge of IT infrastructure components (servers, storage, networking, security) and ITIL service management processes.

• Proven experience with Enterprise Service Management platforms such as ServiceNow, JIRA, or equivalent ticketing systems.

• Experience gathering and analyzing incident metrics and crafting executive-level status updates.

• Experience working in business-critical environments with high availability requirements, including on-call response.

• Proficiency with Microsoft Office 365 applications (Word, Excel, PowerPoint, Outlook).

Preferred Qualifications

• Formal problem management experience, including trend analysis and preventative action implementation.

• Experience in vendor governance within a managed services environment.

• ITIL certification or formal ITSM training.

Supervisory Responsibilities

No

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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.