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
Additional Job Responsibilities
Expected Education & 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
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