Major Incident Manager

🕒 Outubro 31

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $102.000 - $138.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

👔 Gerente

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General Dynamics Information Technology

SiteLinkedInTodas as Vagas

10.000+ funcionários

Fundada em 1954

💼 Consultoria

🏥 Saúde

📦 Logística

Consulting • Healthcare • Logistics

A General Dynamics Information Technology é uma empresa na vanguarda da inovação tecnológica, oferecendo uma ampla gama de serviços, incluindo consultoria, modernização digital e serviços de aplicações. A empresa atua fortemente na implementação de soluções relacionadas a Inteligência Artificial (IA), Cloud Computing, Cybersecurity, High-Performance Computing (HPC) e tecnologias quânticas. A GDIT é comprometida em apoiar os setores governamental e de defesa, fornecendo serviços críticos para a missão, como logística e gestão da cadeia de suprimentos, inteligência e segurança interna. A empresa também prioriza práticas de contratação diversas e inclusivas e promove ativamente o bem-estar dos colaboradores. Por meio de suas soluções de aceleração digital e do uso pioneiro de tecnologias emergentes, a GDIT busca impulsionar as missões das agências e enfrentar desafios tecnológicos complexos.

Descrição

• Lead Major Issue Management and support triage, incident, problem, and change management activities • Maintain the stability, availability, and usability of the PATH (Oracle Cerner Millennium) environment • Lead responses to high-severity incidents and coordinate major issue resolution • Provide 24/7 coordination for SEV1–SEV3 incidents affecting EMR, clinical workflows, financial systems, and imaging platforms • Assess incident criticality and oversee monitoring, prioritization, escalation, and resolution against SLAs • Coordinate cross-functional technical resources during incident escalation • Serve as the primary point of contact for major incidents • Communicate with clients, internal stakeholders, and executive leadership • Document Service Requests, Incident Reports, Change Requests, timelines, actions, and outcomes in ServiceNow • Lead root cause analysis and document corrective actions across vendors • Analyze incident data to identify trends and contribute to process improvement and preventive strategies • Support triage, incident, problem, and change management outside major incidents • Mentor team members and support incident response drills • Maintain operational readiness for outages • Support customer trust, contract performance, and mission success across the healthcare environment

🎯 Requisitos

• 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 and IT troubleshooting in mission-critical systems • Experience with PATH (Oracle Cerner Millennium) or similar EHR platforms • Experience with enterprise incident management tools, including ServiceNow; xMatters preferred • 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 • 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 • Ability to manage frequently changing priorities in a fast-paced environment • Ability to communicate and interact effectively with internal/external teams, stakeholders, and customers • Ability to work independently with minimal supervision and within tight deadlines • Ability to produce high-quality documentation, including incident reports, root cause analyses, playbooks, and process documents • Must obtain and maintain an in-depth Public Trust Level 5

🏖️ Benefícios

• Full-flex work week • 401K with company match • Comprehensive health and wellness packages • Internal mobility team dedicated to helping you own your career • Paid education and certifications • Professional growth opportunities • Cutting-edge technology you can learn from • Paid vacation and holidays • Medical plan options, some with Health Savings Accounts • Dental plan options • Vision plan • Paid sick and personal time • Paid parental, military, bereavement and jury duty leave • Up to 160 hours of paid family leave in a rolling 12 month period for eligible employees • Short- and long-term disability benefits • Life insurance • Accidental death and dismemberment insurance • Personal accident insurance • Critical illness insurance • Business travel and accident insurance

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