Major Incident Manager

General Dynamics Information Technology; Richmond (VA); On-site; USD 102,000 - 138,000; Full time

Job summary

General Dynamics Information Technology, Inc. is seeking a Major Incident Manager to lead incident response for the IHS EHRM program. You will coordinate 24/7 events, manage major incidents, and drive root-cause analysis to minimize downtime and protect patient data.

You will work with cross-functional teams, communicate with leadership, and ensure accurate records in ServiceNow while maintaining readiness for shifts that require non-standard hours and occasional travel.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent combination of education and experience.
• Minimum 5 years of experience in incident management, preferably in healthcare IT or large, complex IT environments.
• Strong knowledge of ITIL practices (incident and problem management) and IT troubleshooting in mission-critical systems.
• Experience with PATH (Oracle Cerner Millennium) or similar EHR platforms and enterprise incident management tools (ServiceNow; xMatters preferred).
• Demonstrated ability to lead cross-team incident response and make effective decisions under high pressure.
• Training/education/experience in task coordination and functional knowledge of IT project management concepts and tools.
• Ability 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 needed.

Responsibilities

• Lead Major Incident Management and coordinate high-severity incidents.
• Ensure timely incident management, reduce downtime, protect data integrity, and support clinicians and staff.
• May be required to work non-standard hours, including evenings, weekends, and holidays.
• Provide 24/7 coordination for major incidents affecting critical systems.
• Assess incident criticality and oversee monitoring, escalation, and resolution against SLAs.
• Engage cross-functional resources to execute escalation steps.
• Serve as the primary contact for major incidents with timely communications to stakeholders.
• Document in ServiceNow including Requests, Incident Reports, and Change Requests.
• Lead root cause analysis efforts and deliver summaries to leadership.
• Analyze incident data to identify trends and contribute to process improvement.
• Support triage, incident, problem, and change management when not in major incidents.
• Mentor team members and maintain operational readiness.
• Help strengthen customer trust and enable mission success.

Skills

Communication

Incident Management

Major Incident Management

ITIL practices

Education

Bachelor's degree in Computer Science or IT

Tools

PATH (Oracle Cerner Millennium)

ServiceNow

xMatters

Job description

Type of Requisition: RegularClearance Level Must Currently Possess: NoneClearance Level Must Be Able to Obtain: NonePublic Trust/Other Required: SSBI (T5)Job Family: AdministrationJob Qualifications:Skills: Communication, Incident Management, Major Incident Management, ServiceNow PlatformCertifications: NoneExperience: 5 + years of related experienceUS Citizenship Required: NoJob Description:

GDIT has been supporting the Indian Health Service (IHS) mission for 20+ years; working with the agency to provide integral services to raise health access and availability to 2.6 million American Indians and Alaska Natives.You'll be part of modernizing the EHR platform to enable better data access, patient experience, and quality of care for 567 tribes, 37 states and over 600 medical facilities.As a Major Incident Manager supporting the IHS Electronic Health Records Modernization (EHRM) program, you will be responsible for leading Major Issue Management and supporting triage, incident, problem, and change management activities within the Sustainment Operations Incident and Delivery pillar.***The shift hours for this role are 7:00PM-7:00AM with:5 days off, 5 days working, or:4 days off, 5 days working, or:5 days off, 4 days working.

HOW A MAJOR INCIDENT MANAGER WILL MAKE AN IMPACT:

• Play a critical role in maintaining the stability, availability, and usability of the PATH (Oracle Cerner Millennium) environment by leading the response to high-severity incidents and coordinating major issue resolution.
• Ensuring timely, well-coordinated incident management, reduce downtime, protect data integrity, and help clinicians and staff focus on delivering safe, high-quality patient care.
• May be required to work non-standard hours, including evenings, weekends, and holidays, as directed by management and based on client needs and incident response requirements.
• Provide 24/7 coordination for major incidents (SEV1-SEV3) affecting critical systems such as EMR, clinical workflows, financial systems, and imaging platforms.
• Assess incident criticality at engagement and throughout the lifecycle; oversee monitoring, prioritization, escalation, and resolution against defined SLAs.
• Engage and coordinate cross-functional technical resources as necessary, ensuring all steps and activities required for escalation are executed efficiently.
• Serve as the primary point of contact for major incidents, providing timely, professional communication to clients, internal stakeholders, and executive leadership.
• Ensure accurate, comprehensive documentation in ServiceNow, including Service Requests, Incident Reports, and associated Change Requests, capturing timelines, actions, and outcomes.
• Lead root cause analysis efforts, document findings and corrective actions across vendors, and deliver clear summaries to leadership.
• Analyze incident data to identify trends and contribute to process improvement, problem management, and preventive strategies.
• Support triage, incident management, problem management, and change management when not directly engaged in a major incident, helping to strengthen reliability and resiliency.
• Mentor team members, support incident response drills, and maintain operational readiness for potential outage.
• Help strengthen customer trust, support contract performance, and enable mission success across the healthcare environment.

REQUIRED QUALIFICATIONS AND EXPERIENCE:

• Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent combination of education and experience.
• Minimum 5 years of experience in incident management, preferably in healthcare IT or large, complex IT environments.
• Strong knowledge of ITIL practices (incident and problem management) and IT troubleshooting in mission-critical systems.
• Experience with PATH (Oracle Cerner Millennium) or similar EHR platforms and enterprise incident management tools (ServiceNow; xMatters preferred).
• Demonstrated ability to lead cross-team incident response and make effective decisions under high pressure.
• Training/education/experience in task coordination and functional knowledge of IT project management concepts and tools.
• Ability 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 needed.

DESIRED QUALIFICATIONS AND EXPERIENCE:

• 5+ years of relevant incident management or operations leadership experience.
• Experience supporting federal contract programs and working with government stakeholders.
• Experience with healthcare systems and standards such as HL7, PACS, and EMR platforms.
• Strong task and incident management skills, with excellent organizational and time management capabilities.
• Ability to manage frequently changing priorities of competing importance in a fast-paced environment.
• Ability to communicate and interact effectively with internal/external teams, including key stakeholders and customers.
• Ability to work independently with minimal supervision and within tight deadlines, following detailed written policies, processes, procedures, and work instructions.
• Ability to produce high-quality documentation (incident reports, root cause analyses, playbooks, and process documents) that contributes to the overall success of our program.

SECURITY CLEARANCE LEVEL:

• This role requires you to obtain and maintain an in-depth Public Trust Level 5. This investigation will review personal and criminal behavior, financial conduct, foreign influence, as well as other adjudications.

GDIT IS YOUR PLACE:

• Full-flex work week to own your priorities at work and at home.
• 401K with company match.
• Comprehensive health and wellness packages.
• Internal mobility team dedicated to helping you own your career.
• Professional growth opportunities including paid education and certifications.
• Cutting-edge technology you can learn from.
• Rest and recharge with paid vacation and holidays.

#IHSJobs#GDITFedHealthJobs

The likely salary range for this position is $102,000 - $138,000. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.Scheduled Weekly Hours: 40Travel Required: 10-25%Telecommuting Options: RemoteWork Location: Any Location / RemoteAdditional Work Locations:

Total Rewards at GDIT: Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year. Paid leave and paid holidays are prorated based on the employee's date of hire. The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

Our Identity Verification Process: As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.

About Our Work: We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.Join our Talent Community to stay up to date with our career opportunities and events atgdit.com/tc. Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans