SmithRx - Incident Manager
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Requirements
• Familiarity with domain-driven design and cloud-native architecture. • Experience in the healthcare, pharmacy benefit management (PBM), or health-tech industry. • Proven ability to work with geographically distributed teams and stakeholders. • What SmithRx Offers You: • Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life Insurance and AD&D Insurance • Flexible Spending Benefits • 401(k) Retirement Savings Program • Short-term and long-term disability • Discretionary Paid Time Off • Paid Company Holidays • Wellness Benefits • Commuter Benefits • Paid Parental Leave benefits • Employee Assistance Program (EAP) • Well-stocked kitchen in office locations
Responsibilities
• Incident Response & Resolution • Command high-severity incident bridges, directing cross-functional teams (Engineering, Plan Operations, Customer Success) toward rapid identification and mitigation of issues. • Act as the central point of contact during crises, ensuring that triage efforts remain focused, efficient, and aligned with SLAs. • Cross-Functional Collaboration & Communication • Partner with stakeholders and senior leadership to provide timely, transparent, and accurate communication regarding business impact, resolution status, and recovery times. • Act as the primary representative of the incident response team to internal business units, translating deeply technical concepts into clear business updates. • Root Cause Analysis & Prevention • Lead comprehensive blameless Post-Mortem and Root Cause Analysis (RCA) investigations to uncover underlying system or operational deficiencies. • Partner with Product and Engineering managers to translate RCA findings into actionable, prioritized roadmap items that mitigate long-term technical risks. • Process Improvement & Operational Excellence • Continuously mature SmithRx’s incident management frameworks, on-call workflows, and alerting protocols. • Establish and maintain best practices for incident documentation, tracking metrics (e.g., MTTA, MTTR), and running tabletop exercises to prepare teams for future events. • 5+ years of experience in technical incident management, site reliability engineering (SRE), or IT operations, ideally within a fast-paced, highly-regulated SaaS or healthcare environment. • A proven track record of delivering results in ambiguous, high-pressure situations while keeping teams focused and calm. • Deep understanding of modern incident management protocols, ITIL frameworks, and tools (e.g., PagerDuty, Jira, Datadog). • Exceptional written and verbal communication skills, including the ability to write strategic documentation (e.g., incident reports, executive summaries, process proposals). • Demonstrated ability to influence overlapping business and technology areas without direct authority to reduce inefficiencies and improve platform reliability. • Alignment with our core values: Courage to Transform, Operate with Integrity, and Together We Succeed.
Benefits
• 401(k) Retirement Savings Program • Short-term and long-term disability • Discretionary Paid Time Off • Paid Company Holidays • Employee Assistance Program (EAP) • Well-stocked kitchen in office locations
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