Job Description

The Business
The Individual Marketplace (IM) within Benefits Delivery & Administration supports call center–driven health insurance operations, including Medicare, ancillary products, and funding processes. The IM Triage team plays a critical role in stabilizing operations by coordinating responses to security, operational, and systemic incidents across multiple platforms, systems, and teams.

The Role
The Incident Response & Triage Analyst serves as a central coordination point for incident intake, triage, and recovery across the Individual Marketplace. This role combines heavy triage responsibility, incident command, and project management capabilities to translate user‑reported problems into actionable work for technical and operational teams. The analyst routinely leads incident calls, aligns diverse stakeholders with differing priorities, and communicates impact, risk, and progress to leadership using clear, business‑relevant metrics.

Incident Triage & Recovery
• Assist in incident triage by identifying issues, gathering relevant details, documenting findings, and escalating based on defined severity standards
• Participate in production incident response and workflow recovery activities under the guidance of senior analysts or leadership
• Provide clear, timely status updates throughout incidents and recovery events to ensure shared understanding
• Document investigative actions, decisions, and recovery steps to support operational visibility and knowledge capture

Business & Operational Awareness
• Develop an understanding of production workflows and how they support client deliverables and core business services
• Recognize potential service and client impacts and apply prioritization guidance accordingly
• Demonstrate awareness of operational risk, escalation triggers, and downstream impacts across systems and teams

Professionalism & Collaboration
• Act as a reliable and accountable team member in both routine operations and incident scenarios
• Participate in incident calls, working sessions, and recovery efforts as directed or required
• Communicate clearly, respectfully, and professionally with peers, partners, and stakeholders at all levels
• Adhere to established documentation, communication, security, and process standards

Problem Solving
• Resolve routine operational issues using documented procedures and existing knowledge resources
• Perform structured troubleshooting within defined scope across multiple systems and workflows
• Escalate issues appropriately when they extend beyond role authority or present heightened risk
• Accurately document actions taken, findings, and outcomes to support auditability and learning

Additional Responsibilities
• Serve as an incident commander for assigned security or operational incidents, coordinating activities and driving issues to resolution
• Field issue reports from non‑technical call center staff and partners and translate them into technically actionable work items
• Aggregate information from multiple systems, bug reports, call data, and teams into a cohesive incident narrative and execution plan
• Coordinate across Fraud, Legal, Product, Engineering, Carrier, Funding, and Client teams to maintain alignment
• Develop, track, and present metrics that convey business impact, service risk, and operational health to leadership and executive audiences
• Support incident‑related projects, recurring issue remediation efforts, and continuous process improvement initiatives
• Participate in on‑call rotations and provide escalation support during high‑impact operational events

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The Requirements
• 3+ years of experience in incident response, triage, operations, production support, or technical program/project coordination
• Demonstrated ability to lead meetings with diverse stakeholder groups and drive alignment without direct authority
• Exceptional written and verbal communication skills, especially when bridging non‑technical users and technical teams
• Experience working in complex, highly regulated environments with many interconnected systems and processes
• Strong organizational, prioritization, and follow‑through skills in time‑sensitive situations

Preferred Qualifications
• Experience supporting call center operations in healthcare, insurance, Medicare, or financial services
• Familiarity with benefits administration, funding processes, or ancillary insurance products
• Hands‑on experience with ServiceNow, Jira, or similar incident, defect, or work tracking platforms
• Background in security, fraud, risk management, or compliance‑focused operations

Location This is a remote position, open to anyone residing within the United States.

Note Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.

Compensation and Benefits
Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, performance in the role and potential for revenue generation (Producer roles only).

Compensation
The base salary compensation range being offered for this role is $60,000-$75,000 USD annually.
This role is also eligible for an annual short-term incentive bonus.

Company Benefits
WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

• Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Critical Illness, Life Insurance, AD&D, Group Legal, Identify Theft Protection, Wellbeing Program and Work/Life Resources (including Employee Assistance Program)
• Leave Benefits: Paid Holidays, Annual Paid Time Off (includes state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off
• Retirement Benefits: Qualified contributory pension plan (if eligible) and 401(k) plan with annual nonelective company contribution. Non-qualified retirement plans available to senior level colleagues who satisfy the plans’ eligibility requirements.
  

Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers, we will consider for employment qualified applicants with arrest and conviction records.

This position will remain posted for a minimum of three business days from the date posted or until a sufficient/appropriate candidate slate has been identified.

EOE, including disability/vets