Incident Analyst

Bamboo Health is a leader in cloud-based care coordination software and analytics solutions focused on patients with complex needs, including those suffering from physical health and mental health issues and substance use disorders. We are driven by our mission of enabling better care for patients across the continuum. Our software solutions help healthcare professionals collaborate on shared patients across the spectrum of care. Join us in improving healthcare for all!  

We are looking for an Incident Analyst responsible for identifying, troubleshooting, and resolving technical issues for the Bamboo Health Network Operations Center (NOC). The NOC supports Bamboo Health’s products, services, infrastructure, and platforms. While the NOC operates 18 hours a day, 5 days a week, this position will be assigned to the first shift.

The NOC provides both Tier 1 and Tier 2 support following the ITIL (ITSM) framework to track issues, improve service delivery, and enhance customer satisfaction. Our mission is to save business time by reducing escalations and improving operational efficiency through continuous process and automation improvements. Additionally, the NOC is responsible for minimizing incidents and problems by isolating the root causes and implementing changes to prevent future occurrences.

What You’ll Do:

·       Monitor the health and performance of Bamboo Health’s critical applications and network infrastructure, ensuring service reliability.

·       Collaborate with cross-functional teams, including engineering and product development, to resolve incidents, reduce downtime, and ensure timely problem resolution.

·       Update and maintain detailed NOC documentation, including operating procedures, incident reports, and knowledge bases to ensure consistency and knowledge sharing.

·       Proactively identify emerging issues or trends, helping to reduce incident frequency and improve system performance.

·       Support continuous improvement by identifying opportunities to automate processes, leverage AI-driven solutions where appropriate, and enhance overall efficiency across the team.

What Success Looks Like…

In 3 months…

·       Working knowledge with the applications/tools we utilize in the NOC

·       Familiarity with Bamboo Health’s products/solutions

·       Fully integrated into the daily operations support team

In 6 months…

·       Working knowledge of all the NOC’s support processes

·       Facilitating release management, outage events, etc.

·       Be able to identify trends and report problems

In 12 months…

·       Capable of training new hires on NOC functions

·       Auditing and updating NOC support documentation as needed

·       Work with engineering and problem management to create/adapt to new processes

What You Need:

·       Computer Sciences degree or 1–3 years’ equivalent experience working within a Network Operations Center.

·       Experience in troubleshooting application processes and network systems to ensure uptime and performance.

·       Ability to remain calm under pressure and interact effectively with varying levels of management.

·       Demonstrated customer service experience, with a focus on delivering solutions that meet client needs.

·       Excellent verbal, written, and presentation skills to effectively translate and communicate complex technical information and risk to all levels of internal and external organizations.

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