Incident Manager

Altera, a member of the N. Harris Computer Corporation family, delivers health IT solutions that support caregivers around the world. These include the Sunrise, Paragon, Altera TouchWorks, Altera Opal, STAR, HealthQuest and dbMotion solutions. At the intersection of technology and the human experience, Altera Digital Health is driving a new era of healthcare, in which innovation and expertise can elevate care delivery and inspire healthier communities across the globe. A new age in healthcare technology has just begun.

Incident Manager – Canada

About Us

We are seeking an enthusiastic and results-oriented Incident Manager to join our dynamic global team. This is a fantastic opportunity to advance your career within a leading digital healthcare company. Apply today and discover how you can contribute to Altera's mission of improving healthcare outcomes.

Job Responsibilities

• Leads all efforts to resolve major incidents in a timely and effective manner.
• Takes responsibility for the performance of every individual deployed for major incident resolution, independently of their team of origin.
• Acquires and leverages a full understanding of Service Level Agreements and operating protocols applicable to Diligent, its clients and their support partners.
• Manages expectations and behaviors to ensure focus remains with resolving business impacts, avoids deflection of responsibility and finger pointing by all parties involved.
• Coordinates and supports the delivery of timely, thorough and accurate Root Cause Analysis reports.
• Keeps visibility of existing business impacts and resolution avenues being pursued throughout incidents.
• Owns, improves and maintains major incident procedures, including etiquette.
• Acts as a mentor for the team, guiding more junior staff in terms of how to manage client expectations.
• Acts as the go-to person for that specific area of expertise for other team members.

Role Requirements

• Healthcare experience is preferred.
• Proven experience working within a Microsoft environment, including Azure.
• In-depth knowledge of MS Operating Systems and SQL Server.
• Proven experience in incident management, including critical situation management.
• Excellent collaboration skills with the ability to work independently and proactively.
• Confidence and assertiveness to control and guide calls, ensuring effective communication and resolution.

Working Arrangements:

• Standard workweek or as defined by assignment requirements.
• Flexibility to work in a standard office environment or remotely.
• Availability for after-hours, on-call support, and holidays as needed.
• Expect on-call and after-hours work during peak times, including end of month/quarter/year; during these times, PTO is limited to meet business needs.

Our company complies with all local/state regulations in regard to displaying salary ranges. If required, the salary range(s) are displayed below and are specifically for those potential hires who will perform work in or reside in the location(s) listed, if selected for the role. Any offered salary is determined based on internal equity, internal salary ranges, market data, ranges, applicant's skills and prior relevant experience, certain degrees and certifications (e.g. JD, technology), for example.

Salary Range:

$75,000 - $86,000 CAD

Altera is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by local law.