Job Description
The Incident Manager is responsible for leading the end-to-end management of IT incidents to ensure rapid restoration of service with minimal impact to business operations, customers, and users. This role coordinates cross-functional teams during major incidents, drives timely resolution, and ensures clear, consistent communication to stakeholders throughout the incident lifecycle.??
What? You'll ?Do ??
Oversee incident response, prioritization, escalation, and resolution activities
Continuously improveincident management processes, tools, and runbooks
Play a critical role inmaintainingservice reliability, enforcing adherence to SLAs, and fostering a culture of accountability and continuous improvement across support teams
Provide guidance and recommendations to business and technical partners to help prevent future incidents and improve system stability and client satisfaction
Maintain and uphold Incident and Problem policies and proceduresin accordance withITIL processes
Review andmaintainincident and problem reports and records to ensure accuracy
Providetimelycommunications to stakeholders, leadership, &users
Servein a 24/7 on-call rotation, typically every three weeks, to support incident response and critical operational issues.
What You Bring
Bachelor's degree or advanced degree (whererequired)
3+ years of experience in relatedfield.
In lieu of degree, 5+ years of experience in related field.
What? You'll ?Get ?
The opportunity to work at the?cutting edge?of health care delivery with a team?that's?deeply invested in the community??
Work-life balance, flexibility, and the autonomy to do?great work???
Medical, dental, and vision coverage along with?numerous?health and wellness programs???
Parental leave and support plus adoption and surrogacy?assistance???
Career development programs and tuition reimbursement for continued education???
401k match including an annual company contribution???
Learn more (https://careers.bluecrossnc.com/global/en/benefits) ???
Where You'll Work
Our Hybrid Flex approach is built on presence with a purpose - giving you flexibility to work remotely with intentional in-person connection - that supports a workplace that's flexible, connected, and future focused.
In a Hybrid-Flex role, you'll work in the office at least two days a week for collaboration and connection. In a Remote Flex role, you'll work virtually, with a few in-office visits each year for meaningful moments that matter.
Whether your role is Hybrid Flex or Remote Flex depends on the nature of the work and distance from our Durham headquarters. We welcome candidates from outside the local area and in any states listed on this job posting. Onsite expectations will be discussed during the interview process.
LI-Hybrid
Salary Range
At Blue Cross NC, we take great pride in a fair and equitable compensation package that reflects market-price and our starting salaries are typically planned near the middle of the range listed. Compensation decisions are driven by factors including experience and training, specialized skill sets, licensure and certifications and other business and organizational needs. Our base salary is part of a robust Total Rewards package that includes an Annual Incentive Bonus*, 401(k) with employer match, Paid Time Off (PTO), and competitive health benefits and wellness programs.
*Based on annual corporate goal achievement and individual performance.
$81,068.00 - $129,708.00
Skills
Change Management, Incident Coordination, Incident Handling, Incident Management, Incident Resolution, Information Technology (IT) Infrastructure, Information Technology (IT) Services, Information Technology Infrastructure Library (ITIL), IT Service Management (ITSM), Major Incident Management, Preventive Action, Problem Management, Process Improvements, Technical Problem Resolution, Technical Support
JOB ALERT FRAUD: We have become aware of scams from individuals, organizations, and internet sites claiming to represent Blue Cross and Blue Shield of North Carolina in recruitment activities in return for disclosing financial information. Our hiring process does not include text-based conversations or interviews and never requires payment or fees from job applicants. All our career opportunities are published on https://bcbsnc.wd5.myworkdayjobs.com/en-US/BCBSNC . If you have already provided your personal information that you suspect is fraudulent activity, please report it to your local authorities. Any fraudulent activity should be reported to: HR.Staffing@BCBSNC.com .
About Us
It's an exciting time to work at Blue Cross and Blue Shield of North Carolina (Blue Cross NC). Health care is changing, and we're leading the way. We offer more than health insurance our customers can count on. We're committed to better health and better health care - in our communities and beyond. Our employees bring energy and creativity to the workplace, and it shows in our innovative approach to improving the health and well-being of North Carolinians.
Blue Cross NC is a fully taxed, not-for-profit company headquartered in Durham, North Carolina. We serve more than 4.3 million members, and we employ more than 5,000 people across the country who are passionate about making health care better for all.
Help us lead the charge for better health care by joining our award-winning team. Discover tremendous opportunities with us to do challenging and rewarding work. Opportunities that can lead you to a fulfilling career, work that can help others lead healthier, happier lives.
Authorization to Work in the United States
We use E-verify to confirm authorization to work in the United States. To learn more about E-Verify, including your rights and responsibilities, please visit E-Verify Overview (https://www.e-verify.gov/employees/e-verify-overview) for English or Visión General de E-Verify (https://www.e-verify.gov/es/empleados/vision-general-de-e-verify) for Español.
Request Accommodations
Blue Cross NC provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application or hiring process, please notify HR at HR.Staffing@bcbsnc.com .
Blue Cross NC is a Hybrid Flex company. Whether the role is Hybrid Flex or Remote Flex depends on the nature of the work and distance from our Durham headquarters. We welcome candidates from outside the local area and in any of our approved states:
Alabama, Arizona, Arkansas, Colorado, Florida, Georgia, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maryland, Michigan, Mississippi, Missouri, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, Wisconsin, and Wyoming
