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 activities.

• 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.

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

• Evaluate incident criticality and manage monitoring, prioritization, escalation, and resolution in compliance with SLAs.

• Facilitate collaboration among cross-functional technical resources during incident escalations.

• Act as the main point of contact for significant incidents.

• Engage with clients, internal stakeholders, and executive leadership.

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

• Conduct root cause analyses and document corrective measures across vendors.

• Analyze incident data to identify patterns and contribute to process enhancements and preventive measures.

• Assist with triage, incident, problem, and change management beyond major incidents.

• Mentor team members and facilitate incident response drills.

• Ensure operational readiness for outages.

• Uphold customer trust, contract performance, and mission success throughout 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, ideally in healthcare IT or large, complex IT settings.

• Solid understanding of ITIL practices and IT troubleshooting for mission-critical systems.

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

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

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

• Background in task coordination and functional knowledge of IT project management concepts 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 with federal contract programs and collaboration with government stakeholders.

• Knowledge of healthcare systems and standards, such as HL7, PACS, and EMR platforms.

• Strong skills in task and incident management.

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

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

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

• Ability to produce high-quality documentation, including incident reports, root cause analyses, playbooks, and process documents.

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

🏝️ Benefits

• Full-flex work week.

• 401K with company match.

• Comprehensive health and wellness packages.

• Internal mobility team dedicated to supporting your career development.

• Paid education and certification opportunities.

• Professional growth prospects.

• Access to cutting-edge technology for learning.

• Paid vacation and holidays.

• Medical plan options, some including Health Savings Accounts.

• Dental plan options.

• Vision plan.

• Paid sick and personal time.

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

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

• Short- and long-term disability benefits.

• Life insurance.

• Accidental death and dismemberment insurance.

• Personal accident insurance.

• Critical illness insurance.

• Business travel and accident insurance.