Incident Manager

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. Role summary:   Help restore critical services with speed, clarity, and coordination. The Incident Manager is responsible for leading incident response activities, minimizing business impact, and helping ensure service restoration happens as quickly and effectively as possible while maintaining strong communication across stakeholders. This role is based in Bangalore - Whitefield, India and follows a hybrid work model. The role also supports analysis of incident trends, identification of workarounds and resolution opportunities, and coordination of follow-up actions that strengthen service reliability over time. This position reports to the Director of Service Management. Team Summary: As an Incident Manager in the Cloud Infrastructure Engineering organization, you will be part of the Service Management team, which is focused on restoring impacted services to an operational state quickly while managing risk and ongoing business impact. The team coordinates incident response efforts, keeps teams aligned on service restoration priorities, and ensures that resolution remains the immediate focus until business impact has been addressed. This role also contributes to the broader effectiveness of service management by reviewing historical incident data, identifying patterns, and helping define practical actions that can reduce recurrence or improve response readiness. The Incident Manager facilitates discussions across technical and business stakeholders to review incident trends, evaluate response effectiveness, and communicate findings, risks, and recommendations to senior management. Success in this role requires a solid understanding of enterprise infrastructure and service dependencies, along with the ability to guide structured discussions during time-sensitive situations. Because incidents can occur at any time, this role requires schedule flexibility, including availability across nights, weekends, and holidays, based on business need. Essential Job Responsibilities: Lead incident response coordination to restore impacted services as quickly as possible while maintaining focus on business impact and service quality.  Manage major incident communications across technical teams, operational stakeholders, and leadership to ensure timely, accurate, and consistent updates.  Assess incidents for impact, urgency, and priority using established incident management practices and ITIL-aligned processes.  Facilitate structured incident bridges and stakeholder discussions to support decision-making, escalation management, and resolution progress.  Analyze incident records and historical trends to identify recurring issues, potential workarounds, and opportunities for service improvement.  Partner with resolver teams, operations teams, and leadership to ensure incident records, actions, and outcomes are documented with a high level of quality.  Drive follow-through on post-incident actions by coordinating with Problem Management and other stakeholders on remediation and prevention planning. Additional Job Responsibilities:   Prepare operational summaries, dashboards, and trend reports for leadership review.  Support continuous improvement initiatives for incident handling, escalation paths, and response procedures.  Review standard operating procedures with resolver groups to help improve incident readiness and response consistency.  Contribute to service management discussions related to process maturity, reporting quality, and operational effectiveness.  Coordinate with cross-functional teams during release-related or change-related incidents when additional alignment is required.  Assist in identifying gaps in monitoring, alerting, documentation, or communication workflows that may affect incident response.  Participate in scheduled on-call or flexible coverage expectations aligned to incident management needs. Expected Education & Experience: 8+ years of experience in Incident Management, Service Management, IT Operations, Site Reliability, Infrastructure Operations, or a related technology function.  Working knowledge of Incident Management, Problem Management, and ITIL practices.  Experience coordinating activities across multiple stakeholders in a structured and time-sensitive environment.  Ability to communicate clearly in verbal and written formats with technical and non-technical audiences.  Familiarity with documenting incidents, actions, decisions, and outcomes in ticketing or workflow management systems.  Understanding of enterprise infrastructure, application dependencies, and service restoration concepts.  Bachelor’s Degree or equivalent experience About athenahealth Our vision: In an industry that becomes more complex by the day, we stand for simplicity. We offer IT solutions and expert services that eliminate the daily hurdles preventing healthcare providers from focusing entirely on their patients — powered by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. Our company culture: Our talented  employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our vision. We are a diverse group of dreamers and do-ers with unique knowledge, expertise, backgrounds, and perspectives. We unite as mission-driven problem-solvers with a deep desire to achieve our vision and make our time here count. Our award-winning culture is built around shared values of inclusiveness, accountability, and support. Our DEI commitment: Our vision of accessible, high-quality, and sustainable healthcare for all requires addressing the inequities that stand in the way. That's one reason we prioritize diversity, equity, and inclusion in every aspect of our business, from attracting and sustaining a diverse workforce to maintaining an inclusive environment for athenistas, our partners, customers and the communities where we work and serve. What we can do for you: Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative  workspaces  — some offices even welcome dogs. We also encourage a better work-life balance for athenistas with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time. With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation. In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. We provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.  Learn more about our culture and benefits here: athenahealth.com/careers   https://www.athenahealth.com/careers/equal-opportunity