Major Incidents Lead — ITSM & Incident Command

Tempus AI; Chicago (IL); On-site; USD 75,000 - 110,000; Full time

Job summary

Tempus AI in Illinois is seeking a Process Specialist – Major Incidents to join the IT team. You will lead end-to-end incident responses for critical events, drive rapid restoration, and coordinate cross-functional actions to minimize business disruption.

You’ll collab with engineering, product, operations, legal, clinical and quality teams; draft clear communications; track RCA and post-incident actions to completion.

Qualifications

• Bachelor's degree in IT, CS, engineering, healthcare, or equivalent work experience.
• 2–3 years in IT operations, service desk, incident coordination, or ITSM roles.
• Experience with enterprise ITSM platforms (ServiceNow preferred).
• Strong analytical and communication skills under time pressure.

Responsibilities

• Lead and coordinate end-to-end response for Major Incidents; act as the "command and control" during critical events.
• Coordinate cross-functional resources across engineering, product management, operational leads, and third-party vendors; liaise with Legal, Clinical, Quality as needed.
• Draft and distribute timely communications to stakeholders; provide status, impact, and recovery timelines.
• Track root cause analysis (RCA) and post-incident reviews; ensure data gathering and corrective actions closure.
• Maintain SOPs, incident runbooks, and templates for major events readiness.
• Maintain Major Incident dashboard; prepare reviews, metrics, and reports across teams.
• Analyze incident trends to identify opportunities for optimization and automation.

Skills

Incident management

Communication

On-call readiness

Analytical skills

Education

Bachelor's degree in IT/CS/Engineering/Healthcare

Tools

ServiceNow

Job description

Tempus AI in Illinois is seeking a Process Specialist – Major Incidents to join the IT team. You will lead end-to-end incident responses for critical events, drive rapid restoration, and coordinate cross-functional actions to minimize business disruption.

You’ll collab with engineering, product, operations, legal, clinical and quality teams; draft clear communications; track RCA and post-incident actions to completion.