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Incident Management Specialist IT - Remote

Company: Prime Therapeutics
Location: Indianapolis
Posted on: September 17, 2023

Job Description:

Our work matters. We help people get the medicine they need to feel better and live well. We do not lose sight of that. It fuels our passion and drives every decision we make.
Job Posting Title
Incident Management Specialist IT - Remote
Job Description
The Incident Management Specialist IT is responsible for serving a critical role in protecting the availability of Prime Therapeutics' production IT infrastructure. This position is responsible for acting as an escalation catalyst and coordinator of major/critical incident response efforts and for providing clear and effective communication on large and/or complex incidents to key IT and business stakeholders. This position is also responsible for escalating and coordinating corrective action to restore normal service operation as quickly as possible to minimize the impact on business operations.

  • Serve as technical and process lead for troubleshooting and driving resolution on large complex issues (Major Incidents) and lead team to deliver effective, quality incident management for operations to ensure optimal availability of services and technology

  • Collaborate with vendors/suppliers/internal teams (i.e. Service Desk and Level2/Level3 Support) to aid efforts in clarifying, documenting, and improving the integration of services, process, and systems

  • Deliver continuous, measurable improvements to improve process quality and efficiency, reduce the duration of impactful incidents, drive root cause analysis and resolution to eliminate future occurrences, and control costs

  • Work closely with peers across IT to provide best-in-class services to clients, members, and internal customers

  • Provide thought leadership for issue resolution, understand the technical landscape of the environment, and define direction based on sound technical knowledge

  • Participate in on-call rotation with 24x7 coverage for Major Incident Manager responsibilities

  • Other duties as assigned

    Minimum Qualifications

    • Bachelor's degree in IT Business, IT Service, or related area of study, or equivalent combination of education and/or relevant work experience; HS diploma or GED is required

    • 5 years experience in IT Service organization (i.e., service desk, incident management, application/infrastructure support, etc.)

    • Must be eligible to work in the United States without need for work visa or residency sponsorship

      Additional Qualifications

      • Experience using Service Management application such as HP Service Desk, ServiceNow, Remedy

      • Proven Microsoft Office suite proficiency

      • Knowledge of computer operating systems, application, and maintenance in a variety of platforms, and Incident Management

      • Ability to manage multiple and changing priorities and requests simultaneously, and to interact with individuals at all levels of the organization effectively

      • Excellent organizational, interpersonal and time management skills

      • Strong sense of urgency and ability to multi-task under pressure

      • Excellent recall of information with the ability to grasp technical concepts quickly, adapt well to change, and deal effectively with emergency situations

      • Demonstrated effective written, verbal and presentation communication skills; ability to think creatively

      • Demonstrated effectiveness at conflict management and consensus building

        Preferred Qualifications

        • ITIL Foundations Certification

        • Incident Management Practitioner Certification desired

        • Experience in health care services

        • Experience working in a production data center environment with formal incident manager responsibilities

          Minimum Physical Job Requirements

          • Ability to work a flexible schedule including weekends, holidays, overtime, on-call, and shifts outside of Prime's core business hours of 9:00 a.m. to 3:00 p.m. for critical incidents

          • Constantly required to sit, use hands to handle or feel, talk and hear

          • Frequently required to reach with hands and arms

          • Occasionally required to lift and/or move up to 10 pounds

          • Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus

            Reporting Structure

            • Reports to a Manager in the Information Technology department

              Potential pay for this position ranges from $85,500.00 - $136,700.00 based on experience and skills. Pay range may vary by 8% depending on applicant location.
              To review our Benefits, Incentives and Additional Compensation, visit our Benefits Page ( and click on the "Benefits at a glance" button for more detail.
              Prime Therapeutics LLC is an Equal Opportunity Employer. We encourage diverse candidates to apply and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, genetic information, marital status, family status, national origin, age, disability, veteran status, or any other legally protected class under federal, state, or local law.
              Prime Therapeutics' fast-paced and dynamic work environment is ideal for proactively addressing the constant changes in today's health care industry. Our employees are involved, empowered, and rewarded for their achievements. We value new ideas and work collaboratively to provide the highest quality of care and service to our members.
              If you are looking to advance your career within a growing, team-oriented, award-winning company, apply to Prime Therapeutics today and start making a difference in people's lives.
              Prime Therapeutics LLC is an Equal Opportunity Employer. We encourage diverse candidates to apply and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. --- If you are an applicant with a disability and need a reasonable accommodation for any part of the employment process, please contact Human Resources at 1.866.469.1257 or email

Keywords: Prime Therapeutics, Indianapolis , Incident Management Specialist IT - Remote, Executive , Indianapolis, Indiana

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