Lead Incident Technician 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) monitors and supports Bamboo Health’s products, services, infrastructure, and platforms on a 24x7x365 basis. The NOC delivers full incident lifecycle management from initial triage response through root cause analysis using the ITIL (ITSM) Framework for tracking issues. It is the NOC’s mission to improve end user experience and operation efficiency through continuous monitoring automation and process improvements. Critical thinking, communication and facilitation capabilities are key requirements to be successful for driving incident resolution. The Lead Incident Technician role is a shift supervisor and subject matter expert within the NOC team. A successful candidate will be responsible for being the immediate escalation point for other incident technician, ensure shift SLA metrics are adhered to, provide guidance and feedback to grow team members and oversee project execution.

What You’ll Do:

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

• Facilitate communications and drive incident and problem resolution.

• Maintain NOC documentation and standard operating procedures.

• Mentor and guide NOC incident technicians on best practices.

• Oversee and execute NOC project work.

What Success Looks Like…

In 3 months…

• Fully integrated into the daily operations support team

• Working knowledge of all the NOC’s support processes and project roadmap

• Facilitating release management, outage events, etc.

In 6 months…

• Expertise with Bamboo Health monitoring and support toolkit.

• Auditing and updating NOC support documentation as needed.

• Be able to identify trends and report problems.

In 12 months…

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

• Identifying opportunities for process optimization and proactively executing improvement projects.

• Capable of training new hires on NOC functions.

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 in a fast-paced, high-growth, rapidly changing work environment.

• Computer Sciences degree or 2–5 years’ equivalent experience working within a Network Operations Center.

• Experience troubleshooting application processes.

• Excellent verbal, written and communication 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.

• Strong customer service mindset.

Preferred/Helpful:

• Support Center/Operations Center leadership experience.

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

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.