Associate Director leading medical engagement transformation for Johnson & Johnson Oncology portfolio. Designing and delivering analytics solutions for enhanced customer engagement in healthcare.
About the role
- Incident & Problem Manager responsible for critical incident resolution and AI evolution in incident management at Omnissa. Leading operational excellence in a global IT operations organization.
Responsibilities
- Act as the primary lead for critical incidents
- Deliver clear, confident verbal updates to senior leadership during live incidents
- Document timelines, decisions, and follow-ups with precision and accountability
- Partner with operations, platform, and tooling teams to design and implement agentic AI capabilities across incident and problem management
- Mentor junior incident managers and help raise the overall operational maturity of the team
Requirements
- 4+ years of IT operations/support experience
- 2+ years in incident/problem management roles
- Hands-on experience with ticketing tools such as Jira, ServiceNow, or similar platforms
- Strong knowledge of ITIL processes; ITIL Foundation required (Intermediate/Practitioner preferred)
- Proven RCA, trend reporting, and process improvement skills
- Broad understanding of IT infrastructure and applications
- Outstanding verbal and written communication skills
Benefits
- employee ownership
- health insurance
- 401k with matching contributions
- disability insurance
- paid-time off
- growth opportunities
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