Relief Charge

Kaiser Permanente seeks a Relief Charge to lead critical IT support operations in a dynamic healthcare technology environment. In this role, you will oversee shift-based service delivery, coordinate incident response, and serve as the primary escalation point for complex technical issues. You will monitor systems and service queues, guide and mentor technicians, and ensure SLAs are consistently met. Collaborating closely with engineering and product teams, you will help refine tools and processes while supporting a culture of innovation, reliability, and continuous improvement. Strong communication and leadership skills are essential.

Responsibilities

• Oversee day-to-day IT support and service operations during assigned shifts
• Act as primary escalation point for complex technical incidents
• Coordinate incident response, prioritization, and resolution with support teams
• Monitor key systems, queues, and SLAs to ensure consistent service quality
• Guide and mentor technicians, providing real-time coaching and support
• Communicate outage and incident status to stakeholders and end users
• Collaborate with engineering and product teams on recurring issues and improvements
• Maintain accurate shift reports, incident documentation, and handoff notes
• Assist with scheduling, workload balancing, and resource allocation
• Support continual improvement of IT processes, tools, and standards

Required Skills

• IT service management
• Incident management
• Team leadership
• Scheduling and coordination
• System monitoring tools
• ITIL framework
• Change management
• Technical documentation
• Customer support tools
• Performance reporting