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

Altera Digital Health

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

• Lead 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.
• Acquire and leverage a full understanding of Service Level Agreements and operating protocols applicable to Diligent, its clients and their support partners.
• Manage expectations and behaviors to ensure focus remains on resolving business impacts, avoiding deflection of responsibility and finger pointing by all parties involved.
• Coordinate and support the delivery of timely, thorough and accurate Root Cause Analysis reports.
• Keep visibility of existing business impacts and resolution avenues being pursued throughout incidents.
• Own, improve and maintain major incident procedures, including etiquette.
• Act as a mentor for the team, guiding more junior staff in how to manage client expectations.
• Serve as the go‑to person for that specific area of expertise for other team members.

Role Requirements

Working Arrangements

Salary Range

$74,000—$77,398 CAD

Equal Opportunity

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.

Contact

HR.Recruiting@AlteraHealth.com

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Information Technology

Industries

Software Development

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