Senior Major Incident Manager - Healthcare IT (EHRM)

General Dynamics 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

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%.