Job Description
The Incident Manager is responsible for leading the end-to-end management of IT incidents to ensure rapid restoration of service with minimal impact to business operations, customers, and users. This role coordinates cross-functional teams during major incidents, drives timely resolution, and ensures clear, consistent communication to stakeholders throughout the incident lifecycle.What You’ll Do
- Oversee incident response, prioritization, escalation, and resolution activities
- Continuously improve incident management processes, tools, and runbooks
- Play a critical role in maintaining service reliability, enforcing adherence to SLAs, and fostering a culture of accountability and continuous improvement across support teams
- Provide guidance and recommendations to business and technical partners to help prevent future incidents and improve system stability and client satisfaction
- Maintain and uphold Incident and Problem policies and procedures in accordance with ITIL processes
- Review and maintain incident and problem reports and records to ensure accuracy
- Provide timely communications to stakeholders, leadership, & users
- Serve in a 24/7 on-call rotation, typically every three weeks, to support incident response and critical operational issues.
What You Bring
- Bachelor's degree or advanced degree (where required)
- 3+ years of experience in related field.
- In lieu of degree, 5+ years of experience in related field.
What You’ll Get
- The opportunity to work at the cutting edge of health care delivery with a team that’s deeply invested in the community
- Work-life balance, flexibility, and the autonomy to do great work
- Medical, dental, and vision coverage along with numerous health and wellness programs
- Parental leave and support plus adoption and surrogacy assistance
- Career development programs and tuition reimbursement for continued education
- 401k match including an annual company contribution
- Learn more
Where You’ll Work
Our Hybrid Flex approach is built on presence with a purpose – giving you flexibility to work remotely with intentional in-person connection – that supports a workplace that’s flexible, connected, and future focused.
In a Hybrid-Flex role, you’ll work in the office at least two days a week for collaboration and connection. In a Remote Flex role, you’ll work virtually, with a few in-office visits each year for meaningful moments that matter.
Whether your role is Hybrid Flex or Remote Flex depends on the nature of the work and distance from our Durham headquarters. We welcome candidates from outside the local area and in any states listed on this job posting. Onsite expectations will be discussed during the interview process.
#LI-Hybrid
Salary Range
At Blue Cross NC, we take great pride in a fair and equitable compensation package that reflects market-price and our starting salaries are typically planned near the middle of the range listed. Compensation decisions are driven by factors including experience and training, specialized skill sets, licensure and certifications and other business and organizational needs. Our base salary is part of a robust Total Rewards package that includes an Annual Incentive Bonus*, 401(k) with employer match, Paid Time Off (PTO), and competitive health benefits and wellness programs.
*Based on annual corporate goal achievement and individual performance.
Skills
Change Management, Incident Coordination, Incident Handling, Incident Management, Incident Resolution, Information Technology (IT) Infrastructure, Information Technology (IT) Services, Information Technology Infrastructure Library (ITIL), IT Service Management (ITSM), Major Incident Management, Preventive Action, Problem Management, Process Improvements, Technical Problem Resolution, Technical Support_____________________________________________________________________
JOB ALERT FRAUD: We have become aware of scams from individuals, organizations, and internet sites claiming to represent Blue Cross and Blue Shield of North Carolina in recruitment activities in return for disclosing financial information. Our hiring process does not include text-based conversations or interviews and never requires payment or fees from job applicants. All our career opportunities are published on https://bcbsnc.wd5.myworkdayjobs.com/en-US/BCBSNC. If you have already provided your personal information that you suspect is fraudulent activity, please report it to your local authorities. Any fraudulent activity should be reported to: [email protected].
Skills Required
- Bachelor's degree or advanced degree
- 3+ years of relevant experience
- In lieu of degree, 5+ years of relevant experience
- Knowledge of ITIL and ITSM processes and major incident management
- Ability to serve in a 24/7 on-call rotation
What We Do
It's an exciting time to work at Blue Cross and Blue Shield of North Carolina. Health care is changing, and we're leading the way. We offer more than health insurance our customers can count on. We’re committed to better health and better health care − in our communities and beyond. Our employees bring energy and creativity to the workplace, and it shows in our innovative approach to improving the health and well-being of North Carolinians. Our company is a not-for-profit with headquarters in Durham and major operations in Winston-Salem and Fayetteville. In all we employ more than 4,500 North Carolinians and serve more than 3.7 million customers. Help us lead the charge for better health care by joining our award-winning team. Discover tremendous opportunities with us to do challenging and rewarding work. Opportunities that can lead you to a fulfilling career, work that can help others lead healthier, happier lives. Blue Cross NC is an independent licensee of the Blue Cross and Blue Shield Association.
