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Austin, TX

Incident Management Manager (virtual) at Ascension

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Job Description

We Are Hiring

As an Incident Manager within the SIAM (service integration and management) organization, you will provide incident governance oversight of the complex internal and external multi-service provider landscape. You will collaborate with cross-functional support leaders and Ascension Technologies leadership to ensure a seamless incident management service is provided while also continually improving the service.

What You Will Do


  • Governs the incident management process end-to-end in a multi-provider environment with internal and external service delivery teams
  • Designs process to ensure issues are resolved as quickly as possible and issues are routed to potential resolvers correctly the first time
  • Uses common terminology and standards for incident classification and priority levels across providers
  • When incidents are required to be transferred between service providers (internal/external), ensures that the process is optimized to avoid unnecessary delays in overall incident resolution
  • Tracks and reports progress for all Major Incidents
  • Ensures process integrates effectively and efficiently with other existing business and IT processes
  • Oversees efforts to build organizational understanding of process (e.g., purpose, outcomes, expected impact, rationale and need)
  • Develops, implements and monitors metrics for process effectiveness and efficiency, ensuring smooth integration between all key stakeholder groups at a process, people and tool level
  • Continuously analyzes process to determine gaps and identifies solutions to close said gaps
  • Evaluates and addresses the financial, cultural, technological, organizational and people issues that may need to be addressed as a result of a proposed process change
  • Fosters productive partnerships with internal service delivery teams and MSPs to ensure that the incident management process is adhered to and meets Ascension’s explicit and implicit expectations
  • Reports and presents results and findings, as well as actionable recommendations to senior leadership
  • Maintains a broad understanding of various technologies utilized in Ascension Technologies’ environment inclusive of infrastructure and applications
  • Mentors, defines and coordinates day-to-day responsibilities for junior staff reporting to this function


Leadership/Interpersonal Skills

  • Communicates and interacts effectively at various levels of the organization including senior leadership, business stakeholders and technical subject matter experts
  • Writes clearly and succinctly in a variety of communication settings and styles while tailoring the messaging based on audience
  • Facilitates resolution of issues through creative solutioning, open exchange of information and viewpoints and influence; uses negotiation skills when appropriate
  • Embraces change and is not limited to past or current thinking; willing to try new methods
  • Considers novel ideas and thinks outside the box
  • Does not equate busy with effective and places a higher value on initiatives with potential for a greater impact and return
  • Adjusts and modifies approach based on circumstances
  • Builds trust upstream (e.g., IT governance) and downstream (e.g., service providers)
  • Instills a sense of urgency in driving to completion; escalates issues as needed with MSPs, vendors, internal IT teams and senior leadership
  • Builds effective relationships with partners and vendors to understand and commit to Ascension’s organizational goals; fosters goodwill and collaboration amongst teams and leads by example

What You Will Need


  • High school diploma/GED with 5 years of experience, or Associate's degree, or Bachelor's degree required.
  • BS in Computer science, engineering or related field or an equivalent combination of education and/or experience

Work Experience:

  • 2 years of experience as an Incident Manager required, covering regular and major incident management
  • Prior experience in governing an incident management process in a multi-vendor environment
  • 2 years of leadership or management experience preferred
  • 5+ years of experience with IT service delivery management in a multi-vendor, large complex environment
  • Demonstrated ability to translate ITIL principles into practice
  • ITIL certification higher than foundation level (e.g., intermediate, expert, master) is preferred
  • Healthcare provider industry experience is preferred

Why Join Our Team

Ascension is a faith-based healthcare organization dedicated to transformation through innovation across the continuum of care. As one of the leading non-profit and Catholic health systems in the U.S., Ascension is committed to delivering compassionate, personalized care to all. In FY2020, Ascension provided $2.4 billion in care of persons living in poverty and other community benefit programs. Ascension includes more than 160,000 associates and 40,000 aligned providers across a national network of ministries. We offer rewarding careers across more than 2,600 sites of care – including 146 hospitals and more than 50 senior living facilities – in 19 states and the District of Columbia.

Equal Employment Opportunity Employer

Ascension Technologies is an equal opportunity employer (EEO) and affords equal opportunity to all associates and applicants without regard to race, color, religion, national origin, gender identity, sexual orientation, age, physical or mental disability, veteran status, genetic data, or other legally protected status. For further information regarding your EEO rights, click on the following link to the “EEO is the Law” poster:


EEO is the Law Poster Supplement


Please note that Ascension will make an offer of employment only to individuals who have applied for a position using our official application. Be on alert for possible fraudulent offers of employment. Ascension will not solicit money or banking information from applicants.

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Where we are

11801 Domain Boulevard, Austin, TX 78758

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • SpringFrameworks
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • SQLiteDatabases
    • Google AnalyticsAnalytics
    • InVisionDesign
    • SketchDesign
    • Aha!Management
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • SalesforceCRM
    • SendGridEmail

What are Ascension Perks + Benefits

Ascension Benefits Overview

While the Ascension network expands across the United States, a common bond unites our caregivers at each ministry: the desire to provide compassionate, personalized care for all — especially those most in need. To ensure we are caring for the needs of our quality associates, we offer affordable, accessible care through our comprehensive benefits program. With many choices, you can select the plans that best meet your needs, providing security now and in the future

Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Some Meals Provided
Happy Hours
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Online course subscriptions available
Customized development tracks

An Insider's view of Ascension

What is your vision for the company?

“I work with a bunch of creatives in the human-centered design field; we live in a constant state of curiosity and are always challenging assumptions. Our team focuses on uncovering the challenges that our patients and caregivers face and we ultimately hope to provide solutions to address any pain points"

Esha Bhargava

VP Experience Research, Clinical Products

How do you empower your team to be more creative?

“My goal is never to tell my teams how to do something. I want my teams to feel empowered to own their solutions in addition to the creative process it takes to get them there. When a team’s software exceeds the mark, I ensure they receive the recognition they deserve as part of their commitment to supporting our healthcare communities.

Michael Behm

Director of Software Engineering

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