Incident Analyst Jobs

Bamboo Health is a leader in cloud-based care coordination software and analytics solutions focused on patients with complex needs, including those suffering from physical health and mental health issues and substance use disorders. We are driven by our mission of enabling better care for patients across the continuum. Our software solutions help healthcare professionals collaborate on shared patients across the spectrum of care. Join us in improving healthcare for all!

Summary:

The Network Operations Center (NOC) supports Bamboo Health’s products, services, infrastructure, and platforms on a 24x7x365 basis. The NOC provides both Tier 1, Tier 2 level support using the ITIL (ITSM) Framework for tracking issues for the purposes of driving Service Delivery improvements and raising customer satisfaction scores. It is the NOC’s mission to save business time by reducing escalations and improving operational efficiency through continued process improvements and automation improvements. Additionally, it is the responsibility of the NOC to reduce both Incidents and Problems through a process that isolates the problem and drives the changes to eliminate the incidents.

What You’ll Do:

• Monitor the health and stability of Bamboo Health’s applications and network

• Work with other teams to facilitate communications and drive incident and problem resolution

• Maintain NOC documentation and standard operating procedures

• Adapt practices to the needs of the business.

What Success Looks Like…

In 3 months…

• Working knowledge with the applications/tools we utilize in the NOC

• Familiarity with Bamboo Health’s products/solutions

• Fully integrated into the daily operations support team

In 6 months…

• Working knowledge of all the NOC’s support processes

• Facilitating release management, outage events, etc.

• Be able to identify trends and report problems

In 12 months…

• Capable of training new hires on NOC functions

• Auditing and updating NOC support documentation as needed

• Work with engineering and problem management to create/adapt to new processes

What You Need:

• A work environment that is conducive to high quality virtual interactions. This includes but is not limited to being able to work from a quiet space with minimal interruptions or distractions, and a strong internet connection.

• A high level of judgment, analytical ability, and creativity in investigating problems that require original and innovative solutions.

• Experience working a fast-paced, high-growth, rapidly changing work environments.

• Computer Sciences degree or 1–3 years’ equivalent experience working within a Network Operations Center.

• Experience troubleshooting application processes.

• Excellent verbal, written and presentation skills to effectively translate and communicate complex technical information and risk to all levels of internal and external organizations.

• Work well under pressure with differing levels of Management.

• Work closely with Network Engineers, Product Development, and Implementation to ensure network/application integrity and reliability.

• Strong customer service skill set.

• Excellent verbal and written communication skills.

Preferred/Helpful:

• Support Center/Operations Center experience.

• Network+, A+, Linux, AWS Cloud Practitioner, CompTIA Security+ and/or ITIL v4/ITSM, customer service experience.

• Experience with AWS, Linux, basic networking.

What You Get:

• Join one of the most innovative healthcare technology companies in the country.

• Have the autonomy to build something with an enthusiastically supportive team.

• Learn from working at the highest levels and on the most strategic priorities of the company, including from world class investors and advisors.

• Receive competitive compensation, including equity, with health, dental, vision and other benefits.

Bamboo Health is proud to be an Equal Employment Opportunity and affirmative action employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.