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Incident Management, Program Manager



Posted on Wednesday, June 28, 2023

The objective of the Incident Management program is to restore normal IT (Information Technology) operations of GHX business services in the aftermath of an incident, usually through diagnosing and escalating procedures. Reporting to the VP of Security, the Leader of Incident Manager role is responsible for developing and managing the strategy and roadmap of this enterprise-wide program. The program will issue postmortem reports and track after action issues until they are remediated.

Essential Duties:

  • Incident Management Strategy and Framework. Develop and lead the incident management strategy and roadmap to support the GHX business of delivering safe, secure, and resilient supply chain for healthcare delivery organizations. Manage a strategic Incident Management framework and lifecycle with the following elements:
    • Incident Management global policies and standards
    • Incident Postmortem Reporting
    • Incident Issue Tracking and Remediation Oversight
    • Incident Management Dashboard including metrics such as MTTD (Mean Time to Detect), MTTI (Mean Time to Remove Impact), MTTR (Mean Time to Resolve), IUMs (Impacted User Minutes), Average Uptime %
  • Business and Technology Engagement. Be the enterprise subject matter expert and single threaded leader for Incident Management. Engage business and technology leadership and their respective teams to educate and evangelize the principles and strategy of Incident Management for the company. Create a framework to enforce compliance with the requirements of the BCP/DR policies and standards.
  • Risk Management. Strong understanding of risk principles and risk frameworks. Can support evaluating GHX’s business risk posture to support risk decision making and enforcement. Risk Management identifies, analyzes, and presents risk in business terms, ensuring cyber risk practices are embedded in the enterprise. The function supports risk control performance, tracks issues from incidents in the Risk Register, and enforces remediation planning and execution of the issues.
  • Change Management Program Support. Since Incident Management will be working closely to support enterprise changes, this role is expected to support and help enforce Change Management standards.

  • Culture Development. Help develop a formidable team culture and culture action plans from GLINT (employee survey) results.


  • Strong communications at the executive level and ability to partner with stakeholders
  • Inspirational and motivational leader with a record of accomplishment of being a change agent
  • Be a culture carrier and give the team a voice within the enterprise
  • Strong cultural awareness and empathy for team members and partners
  • Understanding of agile development methodologies and the value therein
  • Strategic thinking and business awareness
  • Adaptable to changing conditions and can lead others through change
  • Ability to handle multiple concurrent projects
  • Constructively challenge the status quo and improve outcomes

Required Qualifications and Skills:

  • 2+ years of Incident Management or similar experience
  • 2+ years of Technology Leadership experience

Preferred Qualifications and Skills:

  • 1-2 years of risk management experience
  • Cybersecurity experience
  • Healthcare industry experience

Estimated Salary range for this position: $100,000-$141,000

The base salary range represents the anticipated low and high end of the GHX’s salary range for this position. Actual salaries will vary and will be based on various factors, such as candidate’s qualifications, skills, competencies and proficiency for the role. The base salary is one component of GHX’s total compensation package for employees. Other rewards and benefits include: health, vision, and dental insurance, accident and life insurance, 401k matching, paid-time off, and education reimbursement, to name a few. To view more details of our benefits, visit us here:

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GHX: It's the way you do business in healthcare
Global Healthcare Exchange (GHX) enables better patient care and billions in savings for the healthcare community by maximizing automation, efficiency and accuracy of business processes.

GHX is a healthcare business and data automation company, empowering healthcare organizations to enable better patient care and maximize industry savings using our world class cloud-based supply chain technology exchange platform, solutions, analytics and services. We bring together healthcare providers and manufacturers and distributors in North America and Europe - who rely on smart, secure healthcare-focused technology and comprehensive data to automate their business processes and make more informed decisions.

It is our passion and vision for a more operationally efficient healthcare supply chain, helping organizations reduce - not shift - the cost of doing business, paving the way to delivering patient care more effectively. Together we take more than a billion dollars out of the cost of delivering healthcare every year. GHX is privately owned, operates in the United States, Canada and Europe, and employs more than 1000 people worldwide. Our corporate headquarters is in Colorado, with additional offices in Europe, Illinois, Florida, and Nebraska.

Global Healthcare Exchange, LLC and its North American subsidiaries (collectively, “GHX”) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. All qualified applicants will receive consideration for employment without regard to any status protected by applicable law. This EEO policy applies to all terms, conditions, and privileges of employment, including hiring, training and development, promotion, transfer, compensation, benefits, educational assistance, termination, layoffs, social and recreational programs, and retirement.

GHX believes that employees should be provided with a working environment which enables each employee to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. GHX expects and requires the cooperation of all employees in maintaining a discrimination and harassment-free atmosphere. Improper interference with the ability of GHX’s employees to perform their expected job duties is absolutely not tolerated.