IT Incident Manager
Henry Schein One · Remote
About this role
## IT Incident Manager (Remote, Full-Time) Shape what’s next in dental technology with **Henry Schein One**—a global leader redefining dental practice management. ### About the Role As an **Incident Manager**, you’ll drive rapid incident resolution, minimize business disruption, and uphold service excellence. You’ll lead high-impact response efforts, coordinate across teams, and perform root cause analysis to strengthen system resilience and operational efficiency. **Location:** Remote within the United States (up to **10% travel** as needed) **Visa sponsorship:** Not eligible for employment-based visa sponsorship. Candidates must be authorized to work in the U.S. without current or future employer sponsorship. ### What You’ll Do - **Lead incidents:** Run incident bridge calls/chats and orchestrate response across support, development, infrastructure, and business teams (escalate to senior leadership when needed) - **Proactively manage risk:** Coordinate teams to address hazardous conditions (e.g., loss of redundancy, potential widespread outages) before customer impact - **Serve as primary escalation point:** Central liaison during incidents across IT teams, vendors, and business stakeholders - **Communicate with stakeholders:** Provide timely, clear updates in business language and manage expectations during critical incidents - **Maintain clear documentation:** Track timelines, decisions, and actions; produce impact statements, situation reports, and post-incident summaries - **Drive post-incident analysis:** Lead reviews, ensure root cause ownership and documentation, track follow-ups to completion, and reduce recurring issues - **Analyze trends & report:** Monitor incident patterns and deliver insights/recommendations on service performance and reliability - **Improve incident management:** Recommend workflow/template/tooling improvements to reduce downtime and enhance response efficiency - **Collaborate across departments:** Partner with support/helpdesk and development teams to improve system stability - **Mentor & guide teams:** Train support and engineering teams on best practices for incident response - **Leverage AI to work smarter:** Use AI tools across the incident lifecycle (documentation/communications/timeline/trends) while validating accuracy, protecting confidential data, and remaining accountable for outcomes ### What We’re Looking For - **5+ years** of increasing responsibility in **IT Incident Management** - **ITIL expertise** (working knowledge of ITIL and IT service management best practices) - Hands-on experience with incident/observability tools such as **Jira Service Management, Dynatrace, Splunk, New Relic**, or similar - Comfort running incidents using tools like **Microsoft Teams** and **Confluence** - Familiarity with enterprise IT environments, cloud services, and infrastructure management - Knowledge of **change management** best practices - Strong communication, multi-tasking, and conflict resolution skills - Ability to build partnerships across all levels and departments - Ability to analyze complex problems and make quick decisions under pressure ### What Will Set You Apart - Bachelor’s degree in **Information Systems, Computer Science, or related field** - Exposure to **Windows/Linux**, **SQL**, **Active Directory**, and scripting - Experience building/maintaining AI assets (prompts/templates/workflows) to standardize operational documentation - Certifications such as **ITIL Foundation**, **PMP
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