Angel and Genie
Website:
angelandgenie.com
Job details:
Manager Incident -Management.
Min experience is 8+ years
Role -Lead /Manager
Excellent communication
The Incident Management Process Manager governs the end-to-end lifecycle of quality issues identified after concepts have been published in the production environment. You will be responsible for maintaining system integrity by distinguishing between pre-publication "Errors" and post-publishing (in production error) "Incidents," ensuring rapid prioritization and resolution of high-impact logical and editorial issu
es
1. Incident Intake & Identifica
- tionOversee the intake protocol for incidents identified both internally (Research, Audit, QA) and externally by clie
- nts.Ensure all incidents are formally logged in the work queue with critical data points, including concept numbers, policy information, and verbatim client communicati
- ons.Serve as the primary point of contact for client-facing teams to authorize incident creation on behalf of custom
ers.2. Triage & Sco
- pingReview intake forms to concept out false positives and validate legitimate incide
- nts.Conduct deep-dive research to determine the impact scope: whether an issue is isolated to a single concept or affects an entire project hierar
- chy.Engage external dependencies, such as Policy Owners or Data Teams, for expert review when specialized policy knowledge is requi
red.3. Prioritization & Classifica
- tionCategorize incidents based on nat
- ure:Logical Incidents: Issues impacting logic, claims, or dollar value (Priority: High/Critic
- al).Editorial Incidents: Non-functional text or formatting issues (Priority: Standa
- rd).Manage "Turn Off" features for concepts to prevent unauthorized execution during an active incid
ent.4. Communication & Approval Manage
- mentSecure mandatory approvals before applying production fixes to avoid disrupting active executi
- ons.For Client Concepts: Draft "Change Impact Summaries" and secure client consent regarding potential impacts on active cla
- ims.For Library Concepts: Route approval requests to internal Domain Leads to ensure updates remain compliant with overarching policy int
ent.5. Resolution & Continuous Improve
- mentManage the conversion of Incident Tickets into full "Projects" for complex systemic correcti
- ons.Lead Post Incident Root Cause Analysis (RCA) using frameworks like the "3 Ps" (Product, Process, People), Fishbone diagrams, FMEA and other to
- ols.Document and implement Corrective and Preventive Actions (CAPA) to reduce the recurrence of similar failure mo
- des.Maintain the Daily Incident Resolution Tracker to provide leadership with visibility into resolution speed and incident tre
nds.
Required Skills & Qualifica
- tionsUS Healthcare: Experienced working in Payment Integrity business and strong knowledge of the
- P.I.Certifications: Industry relevant certifications in Coding, Insurance, Healthcare domains, Six
- SigmaAnalytical Mindset: Ability to perform complex scoping to understand the true breadth of an issue across multiple tables and conc
- epts.Process Governance: Experience managing a structured SOP with sequential phases, from qualification to incident clo
- sure.Communication: Ability to provide "Impact Transparency" to stakeholders and preserve the exact nuance of client compla
- ints.Technical Familiarity: Understanding of concept development cycles and the ability to distinguish between "Error Workflows" and "Incident Workfl
- ows".Collaboration Work closely with cross functional teams( engineering,data,content etc) to resolve and initiate preventive mechan
isms.Scope of I
mpactThis role applies to all teams involved in Concept Creation, Maintenance, Research, Configuration, and Quality Assurance. Success is measured by the ability to minimize client impact through rapid correction and the implementation of a robust preventive mecha
nism.
Work Location: Jayanagar - Bang
alore.
Click on Apply to know more.