Major Incident Manager

GD Information Technology, Inc.; Virginia; Hybrid; USD 102,000 - 138,000; Full time

Benefits offered by this job

401K with company match

Comprehensive health and wellness

Paid education and certifications

Full-flex work week

Travel 10-25%

40 hour work week

Remote work option

Job summary

General Dynamics Information Technology, Inc. is seeking a Major Incident Manager to support the Indian Health Service Electronic Health Records Modernization (EHRM) program.

You will lead major incident response for high-severity outages, coordinate resolution, and ensure 24/7 operational readiness for critical systems in a healthcare setting. The role requires ITIL expertise, experience with PATH/EHR platforms, and ability to travel up to 25%.

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

• Play a critical role in maintaining the stability, availability, and usability of the PATH environment by leading the response to high-severity incidents and coordinating major issue resolution.
• Ensure 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.

Skills

Incident management

Cross-team leadership

IT troubleshooting

Communication skills

On-call readiness

Education

Bachelor’s degree in CS/IT or related field

Tools

ServiceNow

xMatters

PATH (Oracle Cerner Millennium)

Job description

Job 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.

Responsibilities

• 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.

Essential 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.

Desired Qualifications

• 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.

Benefits & Compensation

• 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.
• Full-flex work week to own your priorities at work and at home.
• Travel Required: 10-25%
• Scheduled Weekly Hours: 40
• Telecommuting Options: Remote Work Location: Any Location / Remote Additional Work Locations:
• The likely salary range for this position is $102,000 - $138,000.

Identity Verification Process

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.

Equal Opportunity

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans Opportunity Owned From working with technologies like AI, cyber and cloud to careers in intelligence and health, we offer endless opportunities to apply your expertise to create a safer, smarter world.