Incident Manager, Healthcare (Remote)
Company Description
Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create digital marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realise their financial goals and help them to save time and money. We operate across a range of markets, from financial services to healthcare, automotive, agrifinance, insurance, and many more industry segments. We invest in people and new advanced technologies to unlock the power of data and to innovate. A FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 23,300 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com.
Job Description
You will manage complex operational and technical incidents within a SaaS production environment, including high-severity, customer affecting events requiring rapid coordination and structured response. Lead the end-to-end incident lifecycle, including incident intake, severity assessment, escalation, bridge communication facilitation, resolution coordination Partner communication, and post-incident follow-up. Lead specialty projects to enhance the effectiveness of the Incident Response process as it pertains to internal stakeholders and external clients. Qualifications 5+ years' experience operating in or supporting healthcare technology or other regulated environments 5+ years' experience working knowledge of incident, monitoring, and service management tools (e.g., ServiceNow, Jira, xMatters, Splunk, VMWare, Citrix, SolarWinds, Dynatrace, or similar) 5+ years' experience managing direct reports within an Engineering or Technical environment 5+ years' experience creating/managing, and deploying communications to external clients using a managed platform (ServiceNow, Atlassian, Salesforce, or similar). Engage and own handling of Incidents and process decision-making and then update the following group types:Executive and senior leadership Engineering and operations teams Client-facing teams and external customers during active incidents Clients and third-party dependent vendors Experience facilitating or contributing to root cause analysis (RCA), post-incident reviews, and after-action reports, ensuring corrective actions are clearly defined, tracked, and implemented to reduce recurrence. Commitment to continuous improvement of incident processes, documentation quality, response efficiency, and service reliability. Promote agreement, accountability, and shared understanding during and after incidents. Additional Information Benefits/Perks: Great compensation package and bonus plan Core benefits including medical, dental, vision, and matching 401K Flexible work environment, ability to work remote, hybrid or in-office Flexible time off including volunteer time off, vacation, sick and 12-paid holidays Explore all our exciting benefits here: https://yourexperianbenefits.com/cand-index.html At Experian, our people and culture set us apart. We're deeply committed to creating an environment where everyone feels they belong and can excel. From inclusion and authenticity to work/life balance, development, wellness, collaboration, and recognition, we focus on what truly matters. Our people-first approach has earned us global recognition: World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ 2025 in 26 countries, and Glassdoor Best Places to Work 2024, among others. Want to see what life at Experian is really like? Explore Experian Life on social or visit our careers site. Our compensation reflects the cost of labor across several U.S. geographic markets. The base pay range for this position is listed above. Within this range, individual pay is determined by work location and additional factors such as job-related skills, experience, and education. You will be also eligible for a variable pay opportunity. Experian is proud to be an Equal Opportunity Employer for all groups protected under applicable federal, state and local law, including protected veterans and individuals with disabilities. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity. Employee Status: Regular Role Type: Home Job Posting - Salary Range: $100,649 - $174,459 Department: Technology Flexible Time Off: 20 Days Schedule: Full Time Shift: Day Shift Apply To This Job