Director, Incident Management (Remote/Flexible)

Job Title: Director, Incident Management

Department:  8140 - G&A - Global Technology Ops & Security

FLSA Status:  Exempt            

Insulet started in 2000 with an idea and a mission to enable our customers to enjoy simplicity, freedom, and healthier lives through the use of our Omnipod® product platform. In the last two decades we have improved the lives of hundreds of thousands of patients by using innovative technology that is wearable, waterproof, and lifestyle accommodating.

We are looking for highly motivated, performance driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it!

Position Overview:

Insulet is a mission driven company that develops extraordinary, innovative products that directly impact people’s lives and health. We are developing connected consumer medical solutions with a combination of hardware, software, mobile, cloud, and wearables for people living with diabetes and the people that support them. Our mission is to both simplify people’s lives while improving their outcomes.

Job Summary: The Director of Incident Management at Insulet plays a pivotal role in safeguarding the reliability, security, and performance of our cloud-hosted services and mobile applications. This leadership position requires a proactive and strategic approach to incident management, ensuring that any disruptions are swiftly and effectively addressed to minimize impact on our users and maintain trust in our technology

Responsibilities:

• Lead and manage the Incident Management team, ensuring timely and effective response to incidents.
• Develop and implement incident management policies, procedures, and best practices.
• Coordinate with cross-functional teams to identify, analyze, and resolve incidents.
• Lead the recruitment process to build a skilled and dedicated Incident Management team from the ground up. This includes defining roles, conducting interviews, and onboarding new team members.
• Monitor and report on incident trends, root causes, and resolution times.
• Ensure compliance with industry regulations and standards.
• Conduct post-incident reviews and develop action plans to prevent future incidents.
• Collaborate with IT, security, and development teams to enhance system reliability and security.
• Provide regular updates to senior management on incident status and resolution efforts.
• Stay current with industry trends and emerging technologies to continuously improve incident management processes.

Qualifications:

• Bachelor’s degree in computer science, Information Technology, or a related field; advanced degree preferred.
• Minimum of 15 years of experience in incident management, with at least 5 years in a leadership role.
• Strong knowledge of cloud infrastructure (AWS, Azure, or Google Cloud) and mobile application development.
• Experience in the healthcare industry and familiarity with medical device regulations.
• Excellent problem-solving, analytical, and communication skills.
• Ability to manage multiple priorities.
• Certifications such as ITIL, CISSP, or CISM are a plus.

Technical Skills:

• Cloud Infrastructure: Extensive experience with cloud platforms such as AWS, Azure, or Google Cloud, including managing and troubleshooting cloud-based services.
• Incident Management Tools: Proficiency with incident management and monitoring tools like PagerDuty, Splunk, Datadog, or similar.
• ServiceNow: Strong experience with ServiceNow for incident management, including configuring workflows, automating processes, and leveraging its capabilities to improve incident response.
• Security Practices: Strong understanding of cybersecurity principles and practices, including threat detection, vulnerability management, and incident response.
• Networking: Knowledge of network protocols, firewalls, VPNs, and other networking technologies.
• Database Management: Familiarity with a variety of database technologies, including SQL (e.g., MySQL, PostgreSQL), NoSQL (e.g., MongoDB), and in-memory databases (e.g., Redis), and experience in managing database incidents.
• Application Development: Understanding of mobile application development and deployment processes, including familiarity with iOS and Android platforms.
• Regulatory Compliance: Knowledge of healthcare regulations and standards such as HIPAA, GDPR
• DevOps Practices: Experience with DevOps methodologies and tools (e.g., Jenkins, Docker, Kubernetes) to support continuous integration and deployment.

Preferred Qualifications:

• Certifications: Relevant certifications such as ITIL, IHRP etc.
• Healthcare Experience: Previous experience in the healthcare industry, particularly with medical devices or health IT.
• Leadership Experience: Proven track record of building and leading high-performing teams.
• Project Management: Experience with project management methodologies (e.g., Agile, Scrum) and tools (e.g., Jira).
• Communication Skills: Exceptional verbal and written communication skills, with the ability to convey complex technical information to non-technical stakeholders.
• Crisis Management: Experience in crisis management and the ability to remain calm and effective under pressure.

NOTE: This position is eligible for 100% remote working arrangements (may work from home/virtually 100%; may also work hybrid on-site/virtual as desired). #LI-Remote

Additional Information:

The US base salary range for this full-time position is $165,600.00 - $248,400.00. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position in the primary work location in the US. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your Talent Acquisition Specialist can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.

Insulet Corporation (NASDAQ: PODD), headquartered in Massachusetts, is an innovative medical device company dedicated to simplifying life for people with diabetes and other conditions through its Omnipod product platform. The Omnipod Insulin Management System provides a unique alternative to traditional insulin delivery methods. With its simple, wearable design, the tubeless disposable Pod provides up to three days of non-stop insulin delivery, without the need to see or handle a needle. Insulet’s flagship innovation, the Omnipod 5 Automated Insulin Delivery System, integrates with a continuous glucose monitor to manage blood sugar with no multiple daily injections, zero fingersticks, and can be controlled by a compatible personal smartphone in the U.S. or by the Omnipod 5 Controller. Insulet also leverages the unique design of its Pod by tailoring its Omnipod technology platform for the delivery of non-insulin subcutaneous drugs across other therapeutic areas. For more information, please visit insulet.com and omnipod.com.

We are looking for highly motivated, performance-driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it!

At Insulet Corporation all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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