Major Incident Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee Major Issue Management and assist with triage, incident, problem, and change management processes.

• Ensure the stability, availability, and usability of the PATH (Oracle Cerner Millennium) environment.

• Lead the response to high-severity incidents and coordinate the resolution of major issues.

• Guarantee prompt incident management, minimize downtime, safeguard data integrity, and support patient care efforts.

• Work non-standard hours, including evenings, weekends, and holidays, based on client requirements and incident response needs.

• Collaborate with application, engineering, infrastructure, vendor, and operational teams.

• Provide 24/7 coordination for SEV1–SEV3 major incidents impacting EMR, clinical workflows, financial systems, and imaging platforms.

• Evaluate incident criticality throughout the incident lifecycle.

• Supervise monitoring, prioritization, escalation, and resolution in adherence to defined SLAs.

• Coordinate cross-functional technical resources and ensure efficient completion of escalation activities.

• Act as the primary point of contact for major incidents.

• Communicate effectively with clients, internal stakeholders, and executive leadership.

• Document Service Requests, Incident Reports, and Change Requests in ServiceNow, including timelines, actions, and outcomes.

• Lead root cause analysis efforts and document corrective actions across vendors.

• Provide incident summaries to leadership.

• Analyze incident data to identify trends and contribute to process improvement and preventive strategies.

• Support triage, incident management, problem management, and change management outside of major incidents.

• Mentor team members and assist in incident response drills.

• Maintain operational readiness for potential outages.

• Enhance customer trust, contract performance, and mission success within the healthcare environment.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or an equivalent combination of education and experience.

• At least 5 years of experience in incident management, preferably within healthcare IT or large, complex IT environments.

• Strong understanding of ITIL practices, incident and problem management, and IT troubleshooting in mission-critical systems.

• Experience with PATH (Oracle Cerner Millennium) or comparable EHR platforms.

• Familiarity with enterprise incident management tools, including ServiceNow; xMatters is preferred.

• Capability to lead cross-team incident responses and make sound decisions under high-pressure situations.

• Training, education, or experience in task coordination and IT project management principles and tools.

• Willingness to participate in an on-call rotation and work irregular hours to support 24/7 operations.

• Ability to travel up to 25% of the year if necessary.

• Experience supporting federal contract programs and collaborating with government stakeholders.

• Familiarity with healthcare systems and standards such as HL7, PACS, and EMR platforms.

• Strong skills in task and incident management.

• Ability to manage shifting priorities in a fast-paced environment.

• Proficient in communicating and interacting effectively with internal/external teams, stakeholders, and customers.

• Capacity to work independently with minimal supervision and adhere to tight deadlines.

• Ability to follow detailed written policies, processes, procedures, and work instructions.

• Competence in producing high-quality incident reports, root cause analyses, playbooks, and process documents.

• Must obtain and maintain an in-depth Public Trust level 5 clearance.

• SSBI (T5) clearance is required.

• No U.S. citizenship is necessary.

🏝️ Benefits

• Flexible work week.

• 401(k) plan with company matching.

• Comprehensive health and wellness packages.

• Internal mobility team for career advancement.

• Paid education and certification opportunities.

• Opportunities for professional growth.

• Access to cutting-edge technology learning.

• Paid vacation and holidays.

• Options for medical, dental, and vision plans.

• Health Savings Accounts available.

• Paid sick and personal leave.

• Paid parental, military, bereavement, and jury duty leave.

• Up to 160 hours of paid family leave available within a rolling 12-month period for eligible employees.

• Short- and long-term disability benefits.

• Life insurance coverage.

• Accidental death and dismemberment insurance.

• Personal accident insurance.

• Critical illness insurance.

• Business travel and accident insurance.