Senior Major Incident Manager – Healthcare IT (EHR/EMR)

General Dynamics Information Technology (GDIT); Fairfax (VA); Sur place; USD 102 000 - 138 000; Plein temps

Avantages offerts par ce poste

401K with company match

Comprehensive health and wellness

Paid vacation & holidays

Professional growth opportunities

Résumé du poste

General Dynamics Information Technology (GDIT) is seeking a seasoned Major Incident Manager to lead high-severity incident responses for the IHS EHRM program, ensuring rapid resolution and cross-functional coordination across vendor, engineering, and operations teams.

You will oversee incident, problem, and change management, maintain documentation in ServiceNow, and mentor teammates while supporting 24/7 operations and non-standard hours to protect patient care systems.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field or equivalent.
• 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

• 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.
• Work non-standard hours, including evenings, weekends, and holidays, as directed by management and based on client needs and incident response requirements.
• Work closely with application, engineering, infrastructure, vendor, and operational teams.
• 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.

Connaissances

Communication

Incident Management

Major Incident Management

ServiceNow Platform

Formation

Bachelor's degree in Computer Science, Information Technology, or related field

Outils

ServiceNow

xMatters

PATH (Oracle Cerner Millennium)

Description du poste

General Dynamics Information Technology (GDIT) is seeking a seasoned Major Incident Manager to lead high-severity incident responses for the IHS EHRM program, ensuring rapid resolution and cross-functional coordination across vendor, engineering, and operations teams.

You will oversee incident, problem, and change management, maintain documentation in ServiceNow, and mentor teammates while supporting 24/7 operations and non-standard hours to protect patient care systems.