Incident and Problem Manager

Position Description : The Alabama Medicaid Agency (AMA) is preparing for a major transition from a monolithic system with 14 different business functions to an interoperable, modular system based on a Service Oriented Architecture (SOA). This multi-year "Modularity" project will include working with multiple vendors and may include multiple project methodologies. The project must comply with the Federal standards and regulations such as Medicaid Information Technology Architecture (MITA), CMS Seven Conditions and Standards, Outcomes-Based Certification (OBC), 21st Century Cures Act (Cures Act), Health Information Technology for Economic and Clinical Health Act (HITECH Act). There are four vendors already in the program and two more contracts being actively worked on. The first Vendor to join the project was the Program Management Office (PMO) vendor which is responsible for managing the project, defining the AMA enterprise architecture, defining requirements, and leading the organizational change management effort. The second Vendor is the Testing Center of Excellence (TCOE) who provides oversight for all Alabama Medicaid Enterprise Systems (MES) Modernization Program (AMMP) testing activities. The third Vendor is the System Integrator which provides a system integration platform to integrate the modules. The fourth Vendor is the Enterprise Data Services which provides the Data Warehouse. The remaining contracts will provide Provider Management (PM) services and Claims Processing Management Services (CPMS). The IT Incident Manger will oversee the Enterprise Incident Management process. This role will :

• Manage incidents within a multi-vendor environment simultaneously.
• Serve as subject matter expert and provide training and guidance on the incident management process.
• Provide operational metrics for all incidents and problems including backlog, aging, status, and root cause.
• Create plans and schedules for the implementation and development of bug fixes and incidents across a multi-vendor environment.
• Assist with defining Production Support procedures and processes.
• Provide on-going communication and feedback to management.
• Manage incidents and service requests ensuring tickets are created, well documented, updated appropriately.
• Verify resolution details are aligned with Incident process.
• Work closely with Release Manager for deployment strategy.
• Update the incident reporting system with resolution information and liaise with Vendors.
• Ensure Incident / Problem resolution is proceeding in a timely and efficient manner.

Skills Required :

Skills Preferred :

Experience Required :

Experience Preferred :

Education Required : Bachelor's degree in computer science or IT related field

Education Preferred : Bachelor's degree in computer information systems or IT related field with certifications such as : ITIL.

Additional Information : Submittals must come from the submitting vendor directly. The submitting vendor may use one (1) level of sub-vendor candidates if necessary. To comply with U.S. employment laws, please include the candidate's work authorization status (e.g., U.S. Citizen, Green Card holder, visa type) in the submission comments. This information is for legal compliance only, and all candidates will be considered based on their qualifications. Submissions missing this information may not be considered.