Remote Senior Major Incident Manager, Healthcare IT

General Dynamics Information Technology, Inc.; Richmond (VA); Sur place; USD 102 000 - 138 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Communication

Incident Management

Major Incident Management

ITIL practices

Formation

Bachelor's degree in Computer Science or IT

Outils

PATH (Oracle Cerner Millennium)

ServiceNow

xMatters

Description du poste

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.