Compensation Overview

Join Aya Healthcare, winner of multiple Top Workplace awards!

A Sr. Incident Commander at Aya Healthcare is a part of the Incident and Change Management Team and plays a critical role in leading and coordinating our response efforts to incidents, ensuring the swift resolution of issues, and minimizing the impact on our operations. Working closely with various teams such as software developers and system administrators, you will identify, assess, manage, and prioritize incidents, while keeping stakeholders informed throughout resolution processes. You will work independently in a highly collaborative remote-work environment with daily meetings to communicate progress and challenges on projects. You should be efficient and comfortable being a member of a team and have the ability to multi-task, while maintaining structure and organization. The ideal candidate for this job is highly resourceful, excels at problem solving, and is a superb communicator.

Who We Are: 

We’re a $10+ billion, rapidly growing workforce solutions provider in the healthcare industry. We deliver tech-enabled services that help healthcare organizations meet and manage their contingent labor needs. We build and manage tech-enabled marketplaces for national and local healthcare talent and deliver contingent labor management solutions through our proprietary software platform.

At Aya, we’re obsessed with creating exceptional experiences for our clients, clinicians and employees. In fact, we put employee satisfaction above all else. Our team members are responsible for incomparable customer experience and we know that happy employees are critical to maintaining happy clients. We foster an entrepreneurial, high-energy, low-bureaucracy culture and value innovative thinking and creative problem solving. We embrace diversity in thought and backgrounds unified by a commitment to high achievement. When you join Aya, you’ll be surrounded by teammates who care about you as an individual and leaders who will help you grow both personally and professionally.

Responsibilities: 

• Provide management coverage and guidance on all P1, P2, and other high visibility incidents.
• Work closely with development and operation teams, bringing them together to communicate and solve technical issues.
• Provide internal and external executive level updates to all stakeholders.
• Ensure incident response team has an active voice and is driving the troubleshooting.
• Dynamically engage additional resources as needed.
• Collaborate with cross functional teams (Product Support, Enterprise, Platform and Software Engineering) to ensure unified messaging to key stakeholders.
• Create and maintain documentation of incidents, their solutions, and any relevant procedures, making it easier to troubleshoot similar issues in the future.
• Assist with development and delivery of RCA through collaboration with cross functional teams ensuring proper analysis is conducted in order to prevent future occurrences and improve overall system performance.
• Schedule and prioritize tasks for the response team, ensuring that incidents are resolved quickly and efficiently with minimal business impact.
• Continuously improve incident response processes, procedures, and tools to speed up response times and maintain high levels of service quality.
• Works on complex problems where analysis of situations requires in-depth evaluation of factors.
• Participate in an on-call rotation with other Incident Commanders.
• Assist Operation Managers with daily management tasks.
• Refine/improve incident processes to drive team towards SLO goals and to ensure repeatable customer experience.
• Drive incident postmortem reviews to provide ongoing feedback to the Incident Management and Engineering peer teams.
• Mentor and coach Incident Response Team.
• Support and backup other Incident Commanders.
• Develop, monitor, and report on key performance indicators related to incident management, using this data to identify areas for improvement and track progress over time.

Required Qualifications:

• Bachelor’s Degree in Computer Science, Information Technology, Engineering or related field, or the equivalent combination of education, training, and experience
• 8+ years of experience in high-scale SaaS/PaaS/IaaS environments
• 5+years of experience in a team leadership role while acting as a liaison with external/internal customers
• 8+ years of experience providing IT Operations incident identification, triage, handling, management & resolution support within a Windows/Linux hybrid environment, in either AWS or Azure Clouds
• Experience supporting engineering applications in a cloud environment at scale
• Foundational knowledge of Azure, AWS, or Google Cloud infrastructure, services, and support/escalation engagement models
• Practical experience with IT systems and monitoring solutions such as Datadog, NewRelic, and AppDynamics
• Past Systems, Data, or Network Engineering experience is a plus
• Ability to solve and isolate problems in agile and collaborative team 
• Good understanding of Incident and Change Management process
• Strong collaborator, consensus builder, with good communication skills in both written and spoken format
• Ability to prioritize workload while handling customer commitments
• Excellent problem-solving, analytical, and time management skills

What We Offer:

• Free premium medical, dental, life and vision insurance
• Generous 401(k) match
• Aya also offers other benefits to those that are eligible and where required by applicable law, including reimbursements and discretionary bonuses
• Aya provides paid sick leave in accordance with all applicable state, federal, and local laws. Aya’s general sick leave policy is that employees accrue one hour of paid sick leave for every 30 hours worked. However, to the extent any provisions of the statement above conflict with any applicable paid sick leave laws, the applicable paid sick leave laws are controlling
• Celebrations! We hit our goals and reward ourselves.
• Company-sponsored virtual events, happy hours and team-building activities are always on the horizon — plus, you get a special treat on your birthday!
• Unlimited DTO — we believe in time off! 
• Virtual yoga, meditation or boot camp classes offered daily

Compensation: Aya reasonably anticipates the pay scale for this position to be an annual salary of $130,000 to $160,000.

The pay scale for this position may vary if applicant possesses experience outside of what Aya reasonably anticipates for this position. Bonuses are subject to the role and your manager’s discretion.

Aya is an Equal Opportunity Employer (EEO), including Disability / Vets, and welcomes all to apply. Please click herefor our EEO policy.