Incident Manager – Cloud Infrastructure (ITIL/Saas) – Athenahealth

athenahealth is a progressive, innovation-driven software product company. We partner with healthcare organizations across the care continuum to drive clinical and financial results. Our expert teams build modern technology on an open, connected ecosystem, delivering insights that make a difference for our customers and their patients. We foster a unique, values-driven employee culture and offer flexible work-life balance. As a reflection of our rapid growth and industry leadership, we were acquired by the world’s leading private equity firm, Bain Capital, for $17 billion, and we have many exciting new strategic product initiatives underway.
We are headquartered in Boston, with offices in Atlanta, Austin, Belfast, and Burlington. In India, we have offices in Bangalore, Pune, and Chennai.

Position Summary: As an Incident Manager in the Cloud Infrastructure Engineering organization in Bangalore, your mission within the Service Management team will be to ensure that impacted services are restored to their operational state quickly—managing risk and ongoing business impact. You will coordinate incident response, keep the focus on resolution, and defer deep root cause analysis until after the business impact has been mitigated.

You’ll also conduct analysis of historical incidents to identify patterns and actionable insights. This includes leading discussions across stakeholders, driving improvement plans, and effectively communicating findings to senior management.
Since incidents are unpredictable, this role requires a flexible schedule, including availability during nights, weekends, and holidays.
To succeed, you should have a broad and deep understanding of enterprise infrastructure and be confident in leading discussions on technical dependencies.

Key Responsibilities:

• Lead efforts to resolve major incidents in a timely and effective manner.
• Communicate transparently and honestly with all stakeholders.
• Manage expectations to ensure the focus remains on resolving business impacts—avoiding deflection or finger-pointing.
• Foster collaboration and strong team spirit among all parties involved in incident resolution.
• Maintain visibility into the business impact and paths to resolution throughout an incident’s lifecycle.
• Capture and drive the implementation of incident-based lessons learned.
• Own, maintain, and improve incident-related policies, processes, and procedures.
• Ensure incident details are accurate and fully documented across reports, tickets, and system status dashboards.
• Perform additional duties and lead projects as assigned.

Education, Experience & Skills Required

• Bachelor’s degree or equivalent experience.
• 5+ years of relevant experience in a SaaS or hosted application service provider environment.
• 3+ years of Incident/Problem Management experience.
• ITIL v4 (or above) certification.
• Strong understanding of IT technologies including compute, storage, networking, databases, and virtualization.
• Solid technical knowledge bridging applications and infrastructure.
• Experience in managing complex technical environments with demonstrated leadership in dynamic situations.
• Strong analytical and project management skills.
• Experience initiating continuous improvement efforts.
• Strong organizational skills with the ability to multitask effectively.
• Experience facilitating technical incident reviews and encouraging collaborative problem-solving.
• Ability to craft business-appropriate communications for affected stakeholders.
• Technically literate with the ability to translate issues for both engineering and executive audiences.
• Strong crisis management skills: able to prioritize, manage multiple threads, assess current state, and drive towards resolution.
• Proficient in Excel, Power BI, or similar tools for incident trend analysis and reporting.
• Deep understanding of IT operations, software development models, and SaaS architecture.

Behaviors & Abilities

• Maintain composure under pressure.
• Handle competing priorities in a high-stakes environment.
• Adjust availability based on business needs.
• Challenge technical experts and ask insightful, resolution-focused questions.
• Demonstrate ownership, initiative, and customer-centric thinking.
• Be a strong team player who builds trust and cross-functional relationships.
• Apply strong business acumen and strive for customer satisfaction.
• Stay analytical and detail-oriented in a fast-paced environment.
• Be proactive in decision-making and task prioritization.
• Take full ownership of tasks and deliverables from start to finish.
• Work collaboratively and bring a positive, energetic attitude to the team.