Incident Response Specialist - Overland Park, KS

About the Role

As an Incident Response Specialist, you will serve as a critical first line of defense when client systems experience service disruptions or outages. You will monitor Netsmart application environments, respond to alerts, troubleshoot incidents, and help restore service as quickly as possible while keeping clients and internal teams informed throughout the process.

This role is ideal for someone who thrives in a fast-paced technical environment, can manage multiple priorities at once, and remains calm and customer-focused when systems are down and timelines are tight.

Work Schedule

This position follows a 12-hour day shift schedule from 6:00 a.m. to 6:00 p.m.

• Sunday, Monday and Tuesday
• Every other Saturday
• Fully onsite in Overland Park, KS

Key Responsibilities

• Monitor, triage and respond to alerts across multi-site Linux/UNIX and Windows-based Netsmart application environments supporting turnkey and cloud clients.
• Serve as a first line of response when client systems experience service disruptions, outages or other incidents, working quickly to troubleshoot issues and restore service availability.
• Simultaneously manage and prioritize multiple incidents while operating within established service level agreements (SLAs) and tight response timelines.
• Execute established incident response runbooks and troubleshooting procedures to protect or restore service availability.
• Escalate unresolved or high-impact issues and initiate Major Incident Management procedures when appropriate.
• Serve as Incident Manager or Scribe during major incidents, coordinating cross-functional response efforts, documenting activity and supporting timely stakeholder communication.
• Provide direct client support, including rapid response to inquiries, issue resolution, incident updates and Major Incident Management communications.
• Monitor Netsmart Plexus systems and supporting technology to proactively identify potential service-impacting issues.
• Collaborate with technical, infrastructure, cloud and application teams to troubleshoot incidents and drive issues toward resolution.
• Maintain detailed incident documentation to support post-incident reviews and contribute to root cause analysis under the guidance of senior team members.
• Follow established work instructions, knowledge base articles, technical documentation and client communication standards.
• Follow system security protocols and departmental procedures in accordance with HIPAA and ISO 27000 series requirements.

Required Qualifications

• Aptitude or experience in technical support, system administration, application support, incident response, IT operations or a related technical environment.
• Basic understanding of Windows and Linux/UNIX operating systems.
• Strong customer service experience with the ability to communicate professionally and confidently with clients during high-pressure or service-impacting situations.
• Strong troubleshooting, problem-solving and analytical skills with close attention to detail.
• Ability to effectively multitask, prioritize and manage multiple active incidents simultaneously.
• Ability to work effectively under tight deadlines and make sound decisions in a fast-paced, time-sensitive environment.
• Demonstrated ability to remain composed and organized during critical incidents or system outages.
• Excellent written and verbal communication skills.
• Ability to follow established incident management procedures, escalation paths, runbooks and documentation standards.
• Familiarity with incident management concepts or frameworks such as ITIL.
• Ability to work the assigned 6:00 a.m. to 6:00 p.m. onsite schedule in Overland Park, KS, including Sundays, Mondays, Tuesdays and every other Saturday.

Preferred Qualifications

• Previous experience supporting SaaS applications, enterprise applications or highly available production environments.
• Exposure to AWS cloud environments or services such as Amazon EC2, Amazon S3 and Amazon CloudWatch.
• AWS Certified Cloud Practitioner certification or similar foundational cloud knowledge.
• Experience using monitoring, alerting or incident management tools such as Splunk, Grafana, ServiceNow, Zabbix, Pingdom or Tines.
• Experience working with database technologies such as Microsoft SQL Server, Oracle or similar relational database platforms.
• Knowledge of HIPAA requirements, security best practices or ISO 27000 series standards.
• Experience participating in Major Incident Management, production support, Network Operations Center (NOC), application support or other 24/7 operational environments.

Netsmart is proud to be an equal opportunity workplace and is an affirmative action employer, providing equal employment and advancement opportunities to all individuals. We celebrate diversity and are committed to creating an inclusive environment for all associates. All employment decisions at Netsmart, including but not limited to recruiting, hiring, promotion and transfer, are based on performance, qualifications, abilities, education and experience. Netsmart does not discriminate in employment opportunities or practices based on race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, age, physical or mental disability, past or present military service, or any other status protected by the laws or regulations in the locations where we operate.

Netsmart desires to provide a healthy and safe workplace and, as a government contractor, Netsmart is committed to maintaining a drug-free workplace in accordance with applicable federal law. Pursuant to Netsmart policy, all post-offer candidates are required to successfully complete a pre-employment background check, including a drug screen, which is provided at Netsmart’s sole expense. In the event a candidate tests positive for a controlled substance, Netsmart will rescind the offer of employment unless the individual can provide proof of valid prescription to Netsmart’s third party screening provider.

If you are located in a state which grants you the right to receive information on salary range, pay scale, description of benefits or other compensation for this position, please use this form to request details which you may be legally entitled.

All applicants for employment must be legally authorized to work in the United States. Netsmart does not provide work visa sponsorship for this position.

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