INCIDENT ESCALATION MANAGER (Hybrid Work Schedule)
Job Locations US-FL-TAMPA | US-KY-LOUISVILLE
ID 2022-67218 Position Type Full-Time Line of Business PharMerica
Our Company
PharMerica
Overview
The Incident Escalation Manager will develop a sufficient understanding of customer systems, processes, and terminology to be able to convey the business impact of an outage and set appropriate incident priority when engaging IT support teams.
The Incident Escalation Manager will also be responsible for coordinating with Sr Management for advanced planning for major systems maintenance prior to them being presented in Change Advisory Board.
Responsibilities
• Ensures the gathering of pertinent information to clarify the impact on users and any workarounds if available, then set the incident priority accordingly
• Provides guidance as needed for managing Major Incidents when a judgment call is needed for who to engage and how to move forward when a resolution path is not clear.
• Engages other department resources or managers if the first SME contacted is not able to identify root cause for an outage
• Meets with the escalation coordinators weekly or as needed to keep them current on any new processes, products, or systems so they can escalate and engage required IT support teams effectively.
• Tracks and logs staff hours worked in project and payroll management systems
• Expedites requests when a site is short staffed and temp staff is needed
• Validates and escalates other expedite requests when justified
• Reviews and approves change requests and clarify any user downtime communication needs ahead of the implementation schedule
• Checks the Communication Plan tab to determine WHO will be impacted, WHAT will be seen or felt by the users; WHEN it will take place and for HOW LONG the disruption will be felt
• Sends downtime planning notices from communication tasks generated from approved changes with user downtime entered
• Captures relevant information to ensure the Help Desk and Escalation coordinators can provide effective support
• Creates knowledgebase articles based on the above and draw Help Desk awareness to the new KB content
• Follows up with the Implementation team to close any knowledge gaps based on Help Desk analyst feedback
Qualifications
• Five or more years management experience, IT preferred
• Healthcare industry preferred
• Experience in fast-paced environment
• Must be available nights and weekends for on-call needs
About our Line of Business
PharMerica is a full-service pharmacy solution providing value beyond medication.  PharMerica is the long-term care pharmacy services provider of choice for senior living communities, skilled nursing facilities, public health organizations and post-acute care organizations.  PharMerica is one of the nation's largest pharmacy companies.  PharMerica offers unmatched employee development, exceptional company culture, seemingly endless opportunities for advancement and the highest hiring goals in decades.  For more information about PharMerica, please visit www.pharmerica.com .  Follow us on Facebook , Twitter , and LinkedIn .
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