• Lead and scale SmarterDx’s Integration Support (Tier 2/Tier 3) function, owning reliability and performance across 500+ HL7v2 interfaces and growing, in addition to providing support for FHIR, API, sFTP, and database interfaces. • Serve as the senior escalation point for high severity production incidents, driving structured triage, root cause analysis, and clear executive level communication. • Design and operationalize a best in class support model including SLAs, severity frameworks, escalation pathways, change management standards, and formal post incident reviews. • Establish proactive monitoring, alerting, and interface health frameworks to reduce incident volume and improve response time across all client integrations. • Partner closely with Implementation groups to ensure clean handoffs from build to production support, including operational readiness reviews and documentation standards. • Identify recurring failure patterns across client environments, EHR upgrades, and product releases, and translate findings into systemic improvements. • Mentor and grow a high performing remote team of Integration Support Engineers, fostering ownership, technical depth, and a strong customer service mindset. • Act as a trusted partner to client IT and interface teams, reinforcing SmarterDx’s reputation as a reliable, enterprise grade integration partner.

• The Incident Manager is responsible for orchestrating the response to high impact incidents • Lead end-to-end incident resolution for major incident events through orchestrating combined technical efforts of responding teams • Assume ownership of major incidents and drive coordinating efforts to ensure quick resolution of impacting events • Identify and remove blockers, escalate appropriately, and continuous momentum of troubleshooting efforts • Ensure adherence to established incident management processes and protocols • Contribute to the improvement of incident response runbooks and documentation • Own internal and external communications during major incidents • Maintain clear and continuous communication with stakeholders during incidents, providing timely updates • Ensure safe execution of mitigations, rollbacks, feature flags, and failovers • Lead post incident review meetings with stakeholders to confirm event details and assign problem investigators • Track and report on incident metrics, identifying patterns and areas for systemic improvement

• Lead governance and lifecycle management for our CCaaS platform, ensuring clear standards for onboarding, integrations, support, and change management • Partner cross-functionally across OMX, Engineering, Product, Trust & Safety, and vendors to deliver routing, telephony, and omnichannel initiatives in alignment with project milestones • Translate business and operational needs into scalable program plans - balancing reliability today with extensibility for future automation and AI • Establish and maintain program-level controls: timelines, risk management, dependency mapping, executive reporting, and compliance alignment • Drive responsible onboarding of new tools and integrations into the contact center ecosystem, defining what “good” looks like from intake through sustainment • Build and document governance guardrails that reduce single-threaded ownership and enable shared support models across Systems Enablement • Champion operational readiness for us to sustain and scale by ensuring monitoring, documentation, knowledge transfer, and post-launch support models are in place before implementation milestones

• Design and implement high-quality programming • Oversee end-to-end design, planning, and execution of improvements to emergency response capabilities, coordinating internal and external stakeholders to ensure successful delivery • Refine and scale deployment criteria and operational playbooks to accelerate readiness across a growing number of countries • Conduct operational diligence, feasibility, and risk assessments for individual disaster responses, ensuring alignment with organizational goals and context realities • Define, track, and report on operational efficiency and impact metrics to support performance management and continuous improvement • Ensure high-quality management of partners, vendors, and subgrantees to drive excellence in program execution • Manage a Program Manager and support broader surge staffing efforts to ensure GD can respond effectively to Tier 1 disasters