Incident Analyst

Bamboo Health is a leader in cloud-based care coordination software and analytics solutions focused on patients with complex needs, including those suffering from physical health and mental health issues and substance use disorders. We are driven by our mission of enabling better care for patients across the continuum. Our software solutions help healthcare professionals collaborate on shared patients across the spectrum of care. Join us in improving healthcare for all!

Summary:

We are looking for an Incident Analyst responsible for identifying, troubleshooting, and resolving technical issues for the Bamboo Health Network Operations Center (NOC). The NOC supports Bamboo Health's products, services, infrastructure, and platforms. While the NOC operates 18 hours a day, 5 days a week, this position will be assigned to the first shift.

The NOC provides both Tier 1 and Tier 2 support following the ITIL (ITSM) framework to track issues, improve service delivery, and enhance customer satisfaction. Our mission is to save business time by reducing escalations and improving operational efficiency through continuous process and automation improvements. Additionally, the NOC is responsible for minimizing incidents and problems by isolating the root causes and implementing changes to prevent future occurrences.

What You'll Do:

• Monitor the health and performance of Bamboo Health's critical applications and network infrastructure, ensuring service reliability.
• Collaborate with cross-functional teams, including engineering and product development, to resolve incidents, reduce downtime, and ensure timely problem resolution.
• Update and maintain detailed NOC documentation, including operating procedures, incident reports, and knowledge bases to ensure consistency and knowledge sharing.
• Proactively identify emerging issues or trends, helping to reduce incident frequency and improve system performance.
• Support continuous improvement by identifying opportunities to automate processes, leverage AI-driven solutions where appropriate, and enhance overall efficiency across the team.

What Success Looks Like...

In 3 months...

Working knowledge with the applications/tools we utilize in the NOC

Familiarity with Bamboo Health's products/solutions

Fully integrated into the daily operations support team

In 6 months...

• Working knowledge of all the NOC's support processes
• Facilitating release management, outage events, etc.
• Be able to identify trends and report problems

In 12 months...

• Capable of training new hires on NOC functions
• Auditing and updating NOC support documentation as needed
• Work with engineering and problem management to create/adapt to new processes

What You Need:

• Computer Sciences degree or 1-3 years' equivalent experience working within a Network Operations Center.
• Experience in troubleshooting application processes and network systems to ensure uptime and performance.
• Ability to remain calm under pressure and interact effectively with varying levels of management.
• Demonstrated customer service experience, with a focus on delivering solutions that meet client needs.
• Excellent verbal, written, and presentation skills to effectively translate and communicate complex technical information and risk to all levels of internal and external organizations.
• Work closely with Network Engineers, Product Development, and Implementation to ensure network/application integrity and reliability.
• Excellent verbal and written communication skills.
• A work environment that is conducive to high-quality virtual interactions. This includes but is not limited to being able to work from a quiet space with minimal interruptions or distractions and a strong internet connection.
• A high level of judgment, analytical ability, and creativity in investigating problems that require original and innovative solutions.
• Experience working in fast-paced, high-growth, and rapidly changing work environments.
• Support Center/Operations Center experience is preferred.
• Network+, A+, Linux, AWS Cloud Practitioner, CompTIA Security+, and/or ITIL v4/ITSM certifications are preferred.
• Experience with AWS, Linux, and basic networking is preferred.

What You Get:

• Join one of the most innovative healthcare technology companies in the country.
• Have the autonomy to build something with an enthusiastically supportive team.
• Learn from working at the highest levels and on the most strategic priorities of the company, including from world class investors and advisors.
• Receive competitive compensation, including equity, with health, dental, vision and other benefits.

Belonging at Bamboo

We Care. #BambooHealthValuesCare

Every human being has the right to the best possible healthcare. Our solutionsenable healthcare professionals to see and treat every individual as a whole person by providing the right information, at the right time - regardless of physical, behavioral, or social barriers.

We're a great place to work because we care.We continually seek to learn about our differences and ensure the unique identities and contributions of all employees are welcome, valued and celebrated.

Our commitment to making a positive impact starts by recognizing and leveraging our differences, building inclusive teams, cultivating a sense of belonging, combating biases, and actively removing barriers to equity.

Bamboo Health is proud to be an Equal Employment Opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

To protect our applicants from fraudulent recruitment activity, we recommend that all applicants verify the validity of an interview and hiring process by visiting our website www.bamboohealth.com. All valid job postings will be listed on our careers page. Bamboo Health does not conduct interviews via text and will not request sensitive information such as banking details during the application process.

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