The Incident Manager is responsible for the effective
implementation of the Incident Management process in LAR.
Is responsible to ensure that all incidents are managed
through their lifecycle, with the primary objective to restore the Service to
users as quickly as possible.
The Incident Manager is the first level of hierarchical
escalation for Incidents that are not resolved within the agreed Service
The Incident Manager will work closely with the local
Implementation team to enable a smooth transition for the customer from
Implementation into Service Support and will be actively involved in Performance
Monitoring and Service Delivery regimes
Management: Ensure the Incident Escalation Process is defined and
applied according to the existing SLAs
Ensure allocated resources and team activities are
reflecting the Incidents prioritization
Report to the Service Support Manager any conflicts in
term of team resources or tools
Liaise with Problem Management Team to ensure all the
related “Incident-Problem” interactions are modeled and the proper processes are
Define the Incident Specialists individual goals,
performance rating and development plan
Ensure all key incident activities are measured through
the related Key Performance Indicators
Crisis management: drive task force effort to a
Supports the local HCIS Service team in the assigned
geography to implement excellent Performance Management and Service Delivery
Supports the execution of the e
Xceed process in the
Manage employees, including recruitment and selection,
employee development, resource utilization, capacity management, and performance
Ensure achievement of assigned financial targets,
including, but not limited to cost center budget and productivity utilization
Work cooperatively with Problem Management and
Commercialization to continuously improve the quality and supportability of the
Work with Carestream regional service teams and customer
executives to ensure positive customer outcomes
Respond to potential reportable events and collaborate
with Quality and Regulatory on reporting of such incidents.
Monitor escalations and ensure all parties are adhering
to defined SOP guidelines and SLA times
Ensure customer satisfaction as measured through e
scores and customer retention Current and Prospective Install base Management
Ensure that the Proactive Monitoring processes are in
place and executed for the assigned geography
Ensure the proper Site Configuration Management Tools
and processes are available
Ensure that an effective Remote and onsite Support
strategy is implemented in the assigned geography and monitor that the strategy
is delivering against SLA’s and Service penalty schedules.
Works with the Services Support Manager to review and
feedback on the Incident Team’s ability to deliver against proposed contractual
Works with the Services Support Manager to identify and
implement new Incident Support processes necessary to deliver contractual
Works with the Services Manager to ensure the effective
management of third party incident support service providers.
Ensure appropriate and timely information is available
for Performance Reports and Service Delivery
* Required Skills
Customer relationship(Internal and External)
Excellent Communication (oral/written) and presentation
Excellent Leadership - leads through vision and
Organization & Planning
Excellent verbal and written
A strong balance of technical, product and process
IT background / Bachelor degree
5+ years leading healthcare IT break/fix
3+ years managing
people Able to travel 25-50%
Knowledge on CSH HCIS products
Knowledge on radiology workflow Understanding of radiology clinical workflow 5+years leading healthcare IT break/fix support
PMI Sales background will be a plus We offer competitive salaries and a full benefit package additional to Mexican law. Great opportunities to growth .
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