Incident Manager

Job Description

Company Overview

Nuance Communications, Inc. is the pioneer and leader in conversational AI innovations that bring intelligence to everyday work and life. The company delivers solutions that understand, analyze and respond to human language, amplifying human intelligence. With decades of domain and artificial intelligence expertise, Nuance works with thousands of organizations – in healthcare, telecommunications, automotive, financial services, retail, and more – to create stronger relationships and better experiences for their customers.

Join our Healthcare team...caring for clinicians the way they care for patients. Beyond words. We create technology that lets clinicians capture and document care quickly and easily so they can focus their attention on their patients.

Job Summary

Position Summary

This role will provide the expected leadership and ‘sense of urgency’ to ensure that all required resources, escalations and engagements occur in “real time” to facilitate any incident or mitigate against any risk by any means possible. This role represents the highest level of incident escalation within Nuance Healthcare Operations, during the management of major Incidents to ensure incident Co-ordination, Control & Communications occurs in a timely and effective manner.

Under minimal direction, this role is expected to undertake a full range of complex and specialized activities as the leader of the Critical Incident Teams to ensure an escalated level of control, co-ordination and technical support for Critical and High Priority incidents. The role will be accountable to ensure the highest level of communication to business representatives, stakeholders and technical staff is maintained during the course of the incident. There is also a requirement to clearly communicate and articulate technical restoration activities to the senior leadership team cross company.

Principal Duties and Responsibilities

• Works independently to coordinate, facilitate, and help drive service restoration process across multiple business and technical functions and the Critical Incident team to oversee the Incident management process. Facilitates the Critical Incident Management Bridge while driving the incident to resolution.
• Develops and maintains the Incident management process including documenting process and procedures using ITIL standards.
• Assists the Critical Incident Management team to write, validate and distribute any required communication that needs to be sent to executive leadership, IT management, customers and lines of business as well as communications to external customers.
• Prepares and distributes incident notifications as well as end of impact, incident summaries and root cause analysis documentation.
• Coordinates and develops relationships with the Nuance Healthcare teams at all locations, in all functional areas, so that changes or updates to the Incident Management process will be adopted to ensure consistency.
• Drives the efficiency and effectiveness of the Incident Management process.
• Monitors the effectiveness of the Incident Management process and makes recommendations for on-going improvements.
• Creates and maintains metrics, trending, and reporting on Critical Incident Management process effectiveness and efficiency.
• Assumes additional responsibilities as assigned (Problem Management, DR/BCP, Security/Compliance).
• Perform tasks related to securing and keeping the products, tools, and processes that you are responsible for secure.

Number of Years of Work Experience: 2+

Required Skills: Bachelor degree in related field including 2-4 years related experience in Incident Management or 4-6 years technical experience in either infrastructure or application development with 1-2 years of experience in Incident Management.

• Excellent interpersonal skills: team-player, reliable, stress-resistant
• Strong analytical skills
• Excellent group communication skills such as leading discussions, briefing sessions, forums, and telephone conferences
• Proven ability to summarize complex network issues into concise business summaries for both technical and non-technical stakeholders and senior management is crucial
• Proven ability to perform and manage priorities within a consistent high-pressure, complex environment Proficient with Microsoft Office Products, Excel, Word, Outlook, PowerPoint and Visio.

Preferred Skills:

• ITIL V3 Foundations certification strongly preferred
• Technical Support/Customer Support experience a plus

Additional Information

Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.