Docker, Inc logo
Docker, Inc

Docker helps developers bring their ideas to life by conquering the complexity of app development.

Senior Escalation & Incident Manager

ManagerManagerFull TimeRemoteSeniorTeam 51-200H1B No SponsorCompany SiteLinkedIn

Location

Canada

Posted

56 days ago

Salary

$107.2K - $134K / year

Seniority

Senior

Job Description

Senior Escalation & Incident Manager

Docker, Inc

• Own the escalation lifecycle from intake to resolution — ensuring cases are triaged accurately, prioritized by business impact, assigned to the right resource, and driven to closure without falling through the cracks. • Maintain hands-on involvement in the most critical escalations, providing guidance, coordinating engineering resources, and managing stakeholder communication in real time. • Mentor, grow, and support a global team of Support Leaders and Engineers. • Serve as a primary point of contact for enterprise customers and internal stakeholders during high-severity escalations and incidents. • Build strong working relationships with Engineering and Product to ensure escalated issues and incidents receive timely attention and appropriate prioritization. • Help define and maintain the escalation/incident criteria, process flow, SLA/SLO commitments, and communication protocols that govern how issues/incidents are handled. • Own the KPIs that reflect escalation and incident team performance — Report regularly to Support and Engineering leadership with trend analysis and actionable recommendations.

Job Requirements

  • 6+ years of experience in escalation & incident management, SRE, or production operations in a cloud/SaaS environment
  • Proven experience leading high-severity incident response in complex distributed systems
  • Experience working in 24/7 on-call or escalation environments
  • Familiarity with compliance or security incident response
  • Experience building or scaling incident management programs
  • Strong understanding of: Cloud platforms (AWS, GCP, Azure), Observability tools (logs, metrics, tracing)
  • Exceptional communication skills with the ability to remain calm under pressure
  • Experience influencing cross-functional teams without direct authority
  • Ability to communicate effectively with both technical teams and executive stakeholders
  • Strong focus on process improvement and operational rigor
  • Data-driven approach to identifying trends and driving improvements.

Benefits

  • Freedom & flexibility; fit your work around your life
  • Designated quarterly Whaleness Days plus end of year Whaleness break
  • Home office setup; we want you comfortable while you work
  • 16 weeks of paid Parental leave
  • Technology stipend equivalent to $100 net/month
  • PTO plan that encourages you to take time to do the things you enjoy
  • Training stipend for conferences, courses and classes
  • Equity; we are a growing start-up and want all employees to have a share in the success of the company
  • Docker Swag
  • Medical benefits, retirement and holidays vary by country
  • Remote-first culture, with offices in Seattle and Paris

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Geisinger logo

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Manager56 days ago
Full TimeRemoteTeam 10,001+Since 1915H1B Sponsor

• Provides leadership assistance to the operations of assigned department(s). • Responsible for Credentialing and Primary Source Verification. • Manages the entire Credentialing of providers for the Health System as it applies to NCQA, Joint Commission, DOH, CMS, DPW and other applicable regulatory standards to the credentialing and privileging processes within the system. • Oversees reviews and analysis of physician applications and credentialing documents including certificates of education, residency and fellowship training, board certification and eligibility, licensure, professional work history, liability insurance and malpractice history. • Assess completeness of information and providers' qualifications relative to established standards. • Works with team to identify potential issues and flags adverse information from application materials for the purpose of obtaining necessary information in preparation for Credentials Committee review. • Works with Legal Services/Risk Management to assist in answering interrogatories, hospital affiliation information and other legal inquiries regarding provider credentialing and privileging issues. • Responsible for oversite of DOH, Joint Commission and NCQA survey visits for the credentialed providers of the Geisinger System. • Oversees all delegated credentialing activities for GHS managed care contracts. • Performs and reports oversight review findings to leadership. • Supplies requested policy information, coordinates any oversight reviews, and responds to information requests from managed care organizations for GHS delegations for employed Geisinger Clinic physicians. • Handles accounting functions for delegated entities (billing for payments). • Works with Third Party Contracting staff to review all contracts for delegated functions prior to implementation. • Works closely with Geisinger System Executive leadership, Service Line leadership, clinical directors, and Legal Services to develop strategic goals and processes for credentialing for the Health System. • Manages the training and education of staff of service lines with respect to System and policies, procedures, and regulatory agency requirements. • Assures adequate and efficient staffing levels and schedules to meet productivity and quality measures. • Conducts department staff meetings as necessary and involves staff in decision-making whenever appropriate. • Communicates the departmental activities to the System Director, Credentialing & Enrollments, AVP Administrative Service with indirect reporting relationship to the Chief Medical Officer /Chief Quality Office and Chairperson of the GHS Credentialing Committee as it relates to issues, with credentialing, privileging processes and doctor master files within the system. • Prepares Systems Credentials Committee meeting documentation, agendas, minutes and related projects, and policies. • Maintains both Medical Executive Committee and Board reports related to Credentialing. • Maintains and supplies provider data to assist with preparation of surveys, directories, websites, marketing proposals, bond reports and other data requests for GHS. • Maintains a copy Restrictive Covenants for all Geisinger Clinic employed physicians and report new. • Performs special assignments and participates in special projects at the request of the Executive and Administrative leadership, physician hires and terminations together with documentation of salaries to the Payroll Department monthly. • Develops credentialing and privileging policies, processes and procedures which meet all regulatory agency requirements. • Maintains and updates, as needed, all documents, privilege forms and standard letters used in the credentialing processes.

Pennsylvania
Job Closed