Sr. Technical Project Manager

WebMD is the most recognized and trusted brand of health information and the leading provider of health information services, serving consumers, physicians, healthcare professionals, employers and health plans through our public and private online portals and WebMD the Magazine. The WebMD Health Network includes WebMD, Medscape, MedicineNet, eMedicine, RxList, theheart.org and Medscape Education. Our consumer portals and mobile health applications provide engaging, relevant and credible health and wellness information, personalized health assessment tools and access to online communities.

WebMD is an Equal Opportunity/Affirmative Action employer and does not discriminate on the basis of race, ancestry, color, religion, sex, gender, age, marital status, sexual orientation, gender identity, national origin, medical condition, disability, veterans status, or any other basis protected by law.

• Design, implement, roll out, and manage standardized incident management processes across the health vertical and multiple lines of business, ensuring strategic alignment, scalability, and continuous improvement .
• Drive continuous improvement and build partnerships with Engineering, SRE, Product, and Business teams.
• Provide senior leadership visibility , ensuring buy-in and accountability at every level, as well as an immediate resource for escalations.
• Facilitate immediate solutions during incidents, minimizing downtime and user/business impact.
• Own long-term corrective actions, including root cause analyses (RCAs) and remediation tracking.
• Serve as the hub-and-spoke connector across shared services, clarifying responsibilities and reducing silos.
• Lead the Code Blue process for high-priority business-critical incidents.

• 7+ years of experience managing incident management or SRE operations at enterprise scale.
• Proven expertise in building processes, not just managing them.
• Strong knowledge of incident response frameworks (ITIL, problem/change management).
• Demonstrated ability to develop, discover, and interact with leadership to secure buy-in.
• Experience facilitating immediate triage and mobilizing Engineering, SRE, and Business teams.
• Experience conducting and leading RCAs and tracking long-term remediation.
• Excellent communication skills to manage executive updates during live incidents .
• Familiarity with compliance, security, and data privacy considerations in healthcare/regulated environments.

• Provide strategic leadership and accountability for the global incident management framework.
• Deliver immediate value by reducing downtime and improving communication through structured resolution.
• Drive long-term improvements by ensuring RCA outcomes and process enhancements are implemented consistently.
• Elevate incident management from a tactical function to a strategic enabler of reliability and resilience.
• Act as a bridge between Engineering, SRE, Business, and Leadership , strengthening cross-functional alignment and reducing silos.

• This role requires on-site presence with Engineering, SRE, Product, Operations, and Business working teams and decision makers, who are primarily located in Newark.
• Physical presence ensures trust, credibility, and real-time collaboration during Code Blue incidents and incident bridges.
• The role is deeply tied to the Health vertical's strategy and operations , necessitating close proximity to decision-makers.
• Outsourcing risks delays, fragmented accountability, and reduced trust from leadership.