68065033 - SENIOR MANAGEMENT ANALYST II - SES / OPERATIONS INCIDENT MANAGER

Requisition No: 851562 

Agency: Agency for Health Care Administration

Working Title: 68065033 - SENIOR MANAGEMENT ANALYST II - SES / OPERATIONS INCIDENT MANAGER

 Pay Plan: SES

Position Number: 68065033 

Salary:  $2,596.15 - $2,884.62 Biweekly 

Posting Closing Date: 05/05/2025 

Total Compensation Estimator Tool

Senior Management Analyst II – SES / Operations Incident Manager

Office of FX Program Administration (FXPA)

State of Florida Agency for Health Care Administration

This position is located in Tallahassee, FL or AHCA Field Office locations

Position Overview and Responsibilities

This position serves as the Operations Incident Manager for the Technical Architecture Unit, in the Office of Florida Health Care Connections (FX) at the Agency for Health Care Administration.  The Operations Incident Manager has the duty to manage and oversee the Agency’s response to incidents, ensuring that they are detected and addressed with efficiency and timeliness.  They are critical in ensuring the coordination required to minimize the impact of incidents on the public, stakeholders, and business operations.  The Operations Incident Manager will be working closely with cross-functional teams that include vendor partners, the division of Information Technology, and the FX operations team.  This position reports directly to the FX Technical Architecture Manager. The key responsibilities of this position are below.

• Incident Detection and Response:
   
  • Oversee the detection, prioritization, and management of incidents impacting the Agency’s services or operations.
  • Ensure that incidents are documented, tracked, and escalated as appropriate.
  • Coordinate response efforts across various teams to resolve incidents efficiently and effectively.

• Incident Resolution and Recovery:
  • Manage the incident resolution process to minimize business disruption.
  • Facilitate and collect root cause analysis and post-incident reviews to identify improvements and implement corrective actions.
  • Ensure that incidents are closed in accordance with service level agreements (SLAs) and best practice guidelines.

• Communication and Reporting:
  • Act as the primary point of contact for all incident related communications within the organization.
  • Provide regular updates to senior management and stakeholders regarding incident status and resolution timelines.
  • Develop and distribute incident reports, including lessons learned, process improvements, and preventative measures.

• Help Desk collaboration
  • Collaborate and assist with FX Help Desk functions, providing coverage for the primary Help Desk technician when necessary, as well as assisting in day to day Help Desk operations when there is no active incident to manage.

• Process Improvement:
  • Continuously assess and improve incident management processes and procedures.
  • Develop and maintain incident management documentation, ensuring it aligns with industry best practices.
  • Ensure that incident management tools and systems are up to date and functioning properly.

• Team Leadership and Coordination:
  • Lead and coordinate cross-functional teams during major incidents to ensure rapid resolution.
  • Provide guidance and training to team members on incident management best practices.
  • Foster a culture of collaboration and accountability within the incident management team.

Contact Tayna Hand for more information: 850-412-4060

Knowledge, Skills, and Abilities

• Ability to work in a dynamic environment with multiple systems and priorities.
• Proficiency with monitoring tools and platforms (e.g., DataDog, Nagios, Zabbix, SolarWinds, Prometheus).
• Strong understanding of IT infrastructure components, including servers, networks, databases, and applications.
• Excellent problem-solving skills and attention to detail.
• Experience working in a healthcare, government, or other regulated industry.
• Experience with scripting languages (e.g., Python, PowerShell) for automation and custom monitoring solutions.
• Familiarity with cloud monitoring tools and environments (e.g., AWS CloudWatch, Azure Monitor).
• Strong communication skills and ability to work collaboratively with IT and non-technical stakeholders.

Minimum Qualifications

• 3+ years of experience in IT incident management or operations support.

Preferences

• Preference for certifications related to IT service management (e.g., ITIL).
• Preference for experience leading cross-functional response teams during critical system outages.
• Preference for experience working in the healthcare sector or public sector.
• Preference for experience in coordinating major incidents and root cause analysis.
• Preference for experience working with service level agreements (SLAs) and post-incident reporting.

Benefits of Working for the State of Florida:

Working for the State of Florida is more than a paycheck. The State’s total compensation package for employees features a highly competitive set of employee benefits including:

• State Group Insurance Coverage Options, including health, life, dental, vision, and other supplemental insurance options;

• Flexible Spending Accounts;

• State of Florida retirement options, including employer contributions;

• Generous annual and sick leave benefits;

• 9 paid holidays a year and 1 Personal Holiday each year;

• Career advancement opportunities;

• Tuition waiver for courses offered by Florida’s nationally ranked State University System;

• Training and professional development opportunities;

• And more!

Message from the Office of Health Care Connections (FX)

Do you want to impact people’s lives with your work? Do you want to be a part of a team that works hard and supports your efforts? Come work at FX!

FX (Florida Health Care Connections), is a transformation to ensure our Agency’s mission of Better Health Care for All Floridians continues for generations to come. Come join us and …

• • Jump into the front end of creating and implementing innovative solutions for Government Healthcare programs;
  • Take part in one of the largest transformation initiatives in Florida’s history and make a lasting impact for millions of people statewide;
  • Enjoy working with a team known for their diligence and collaboration and perceived as a leader among similar programs in the nation;
  • Enjoy benefits offered as a State of Florida employee, including health insurance options; pension and investment retirement plans; and sick and annual leave

Learn more at: https://ahca.myflorida.com/medicaid/florida-health-care-connections-fx

Thank you for your interest!

BACKGROUND SCREENING

It is the policy of the Florida Agency for Health Care Administration that any applicant being considered for employment must successfully complete a State and National criminal history check as a condition of employment before beginning employment, and, if applicable, also be screened in accordance with the requirements of Chapter 435, F.S., and Chapter 408, F.S.  No applicant may begin employment until the background screening results are received, reviewed for any disqualifying offenses, and approved by the Agency.  Background screening shall include, but not be limited to, fingerprinting for State and Federal criminal records checks through the Florida Department of Law Enforcement (FDLE) and Federal Bureau of Investigation (FBI) and may include local criminal history checks through local law enforcement agencies.

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.