DC
Duke CareersService Access Manager – Orthopaedics
Service Access Manager overseeing service access activities and optimization of patient care at Duke Health. Supervised scheduling and financial services within the clinic environment.
About the role
- Inviting all relevant parties, including fault clearance teams, affected areas, and stakeholders, to the Major Incident Conference or Call, ensuring adherence to the client's fault clearance criteria.
- Announcing incident dates to all involved parties via telephone.
- Ensuring a seamless process for the swift resolution of major incidents while maintaining high-quality incident processing standards.
- Providing transparency from the beginning of the incident, covering business impact, incident history, current analysis status, and ongoing updates throughout the fault clearance process.
- Designing and activating notifications to keep the client's staff informed.
- Conducting risk assessments, making decisions, and prioritizing troubleshooting measures while ensuring visibility of potential or actual effects.
- Actively monitoring and following up on agreed incident resolution measures, initiating escalations when progress is insufficient.
- Evaluating and analyzing all resolved major incidents.
- Developing and documenting measures for integration into downstream processes such as problem management, change management, availability management, and cybersecurity.
- Reviewing and approving Major Incident QuickCodes.
- Implementing sustainable stabilization strategies for the client's system landscape based on major incident management findings.
- Conceptualizing and preparing a monthly major incident management quality report, measuring incident resolution quality using mutually agreed criteria, and presenting findings.
- Supporting ongoing efforts to reduce major incident resolution times.
- Creating, maintaining, and enhancing a knowledge database containing incident insights, solution approaches, known errors, system relationships, and client system landscape details, ensuring alignment with client expectations.
Requirements
- Bachelor’s degree in Computer Science, Software Engineering or related field preferred.
- Minimum 1-3 years of experience in a similar role.
- Strong understanding of the ITIL framework and best practices, with ITIL certification (v3 or v4) preferred.
- Ability to analyze complex technical issues across IT domains, including infrastructure, applications, networks, and security
- Basic knowledge of IT operations tools and systems, including Monitoring Tools & Console, PowerShell on Command Line, SAP & SAP ChaRM, Job Control, and Server Operations across Unix, Windows, and Azure environments.
- Familiarity with key technologies supporting system integrity, including Network & Network Security, Storage, Middleware, File Transfer & Archiving, Application Support, Database Management (Oracle, MSSQL), and Java Platform (PKS) for deployment and integration.
- Strong communication skills, both written and verbal, to engage with technical and non-technical audiences.
- Excellent interpersonal and presentation skills for effective stakeholder interactions.
- Leadership and coordination skills to guide cross-functional teams and ensure efficiency under pressure.
- Excellent command of both spoken and written English
Benefits
- New beginnings can be a challenge. We promise a smooth integration and a supportive mentor
- Pick your working style: choose from Remote, Hybrid or Office work opportunities
- Early bird or night owl? Our projects have different working hours to suit your needs
- Nobody is born an expert. Sharpen your tech skills with our sponsored certifications, trainings and top e-learning platforms
- We want you to stay healthy! Enjoy our Private Health Insurance – it’s custom-made for you
- A clear mind is a healthy mind. Attend individual coaching sessions or go one step further by joining our accredited Coaching School
- Make the most of our epic parties or themed events – they’re lovingly designed for our people and their families
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
HI
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