Job Title: Healthcare IT Operations Incident Response Lead
Position Type: 6+ Months Contract to Hire
Work Location: 100% Remote in the US (EST or CST hours)
Years Experience: 8-10+ years
Industry: Healthcare Mandatory
ABOUT OUR CLIENT / ABOUT THIS ROLE
Medix is currently seeking to hire an Incident Response Lead for our client, a national Healthcare Services organization with thousands of clinical sites across the country and supporting a network of more than 4,000 affiliated clinical providers.
to help support critical, around-the-clock clinical reading workflows and patient care delivery. Due to the scale of nationwide operations, clinical practices and partner hospital sites experience daily technical disruptions—ranging from network connectivity failures to clinical messaging and imaging integration bottlenecks. We are seeking an experienced Troubleshooter to take direct ownership of high priority, real-time operational disruptions, leading cross-functional response efforts from start to finish, in order to safeguard continuity of care.
DAY TO DAY RESPONSIBILITIES
- Lead Real-Time Incident Command: Mobilize and lead high-priority bridge line during critical site, practice, and clinical application outages
- Leading Stakeholder Communications for rapid triage and resolution.
- Managing timely, transparent incident status alerts and executive updates to radiologists, hospital partners, and clinical operations leaders using Microsoft Teams and automated alerting tools.
- Tracking, escalating and documenting the priority critical disruptions within ServiceNow, ensuring strict adherence to incident management workflows and SLAs.
- Conducting Root Cause Analysis (RCA) - facilitating post-incident reviews with engineering, infrastructure, and application teams to identify underlying failure points and creating solutions / corrective action items to resolve.
- Developing standard playbooks for broad-sweeping trends across clinical networks, HL7 messaging interfaces, and PACS imaging platforms
- Participating in rotational on-call coverage to provide escalation support for after-hours clinical site downtimes.
REQUIRED QUALIFICATIONS & TECHNICAL SKILLS
- 10–12+ years of overall IT experience
- Depth in enterprise IT infrastructure, technical support, or Network Operations Center (NOC) environments.
- Demonstrated healthcare industry experience, where system availability directly impacts patient care.
- Proven Incident Management / NOC leadership within a 24/7 Operations environment
- Strong technical troubleshooting aptitude, particularly in enterprise network connectivity, server environments, and distributed system integrations.
- Hands-on proficiency with an enterprise ticketing system like ServiceNow
- Preferred experience in radiology or clinical diagnostic workflows
- Preferred familiarity with healthcare interoperability standards and systems, specifically HL7 messaging and PACS (Picture Archiving and Communication System)
*We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state, and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance (FCIHO), Los Angeles Fair Chance Ordinance for Employers (ULAC), The San Francisco Fair Chance Ordinance (FCO), and the California Fair Chance Act (CFCA).
*This position is subject to a background check based on its job duties, which may include patient care, working with vulnerable populations, access to financial and confidential information, driving, working with heavy machinery, or working in a warehouse or laboratory environment. Due to these job duties, this position has a significant impact on the business operations and reputation, as well as the safety and well-being of individuals who may be cared for as part of the job position or who may interact with staff or clients.
