Summary
 

Why should you join the BlueCross BlueShield of South Carolina family of companies? Other companies come and go, but for more than seven decades we’ve been part of the national landscape, with our roots firmly embedded in the South Carolina community. We are the largest insurance company in South Carolina … and much more. We are one of the nation’s leading administrators of government contracts. We operate one of the most sophisticated data processing centers in the Southeast. We also have a diverse family of subsidiary companies that allows us to build on a variety of business strengths. We deliver outstanding service to our customers. If you are dedicated to the same philosophy, consider joining our team!

Position Purpose
Administers and oversees high severity incident process for the Information Technology division including high impact and critical incident efforts. Ensures all projects, incidents, or situations that have escalated to high severity incident status are brought to swift resolution. Identifies the progress, owners, and continually monitors for forward movement. Maintains open communication, coordinates, and delivers instruction to all levels involved in the incident up to and including Chief Information Officer (CIO).

Description
 

Position requires a security clearance, which requires US citizenship to obtain.

What You’ll Do:

• Oversight over all high severity outages, running bridge lines, and governing I/S resources in an environment of accountability.

• Manage or provide oversight over all Incident Management tools, including but not limited to Incident Focus, Info Gathering, and Heads-Up Messaging.

• Partner with all TSC Service Desks, System Support Groups, and Client organizations to drive for process improvements and reduction of Production-impacting outages across all Lines of Business.

• Leads all of I/S in the Daily Operational Standup meeting to determine the daily health of the business, by presenting the past day’s outages, current outages, current health status of all I/S groups, and hosts the Release Management staff as they announce upcoming changes to the environment.

• Provide 24x7x365 support to all technicians working high severity outages and escalations, with a focus on System Support Groups (SSG), Critical Incident Management (CIM) technicians and the AfterHours Service Desk (AHSD).

• Identify any negative Incident Management trends and take steps to rectify quickly, through the use of reporting, taskforces, subcommittees, or other initiatives.

• Lead Red Alerts for the company, pulling in resources, escalating as needed and creating polished analysis and documentation.

To Qualify for This Position, You'll Need:

Required Education:

• Bachelor’s degree OR

• 4 years of job-related work experience OR

• 2 years of job-related experience plus an associate’s degree in any major

Work Experience:

• 2 years' experience including facilitating and leading groups, training, or collaborating across teams in order to resolve problems and achieve results.

Required Skills and Abilities:

• Ability to quickly assess critical situations, make appropriate decisions, and drive resolution.

• Strong interpersonal skills.

• Detail oriented.

• Proven ability to identify resource needs and escalate functional, quality, and timeline issues appropriat