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 response to high-severity incidents and coordinate major issue resolution • Ensure timely incident management, reduce downtime, protect data integrity, and support patient care • Work non-standard hours, including evenings, weekends, and holidays, based on client needs and incident response requirements • Collaborate with application, engineering, infrastructure, vendor, and operational teams • Provide 24/7 coordination for SEV1–SEV3 major incidents affecting EMR, clinical workflows, financial systems, and imaging platforms • Assess incident criticality throughout the incident lifecycle • Oversee monitoring, prioritization, escalation, and resolution against defined SLAs • Coordinate cross-functional technical resources and ensure escalation activities are completed efficiently • Serve as primary point of contact for major incidents • Communicate with clients, internal stakeholders, and executive leadership • Document Service Requests, Incident Reports, and Change Requests in ServiceNow, including timelines, actions, and outcomes • Lead root cause analysis efforts and document corrective actions across vendors • Deliver incident summaries to leadership • Analyze incident data to identify trends and contribute to process improvement and preventive strategies • Support triage, incident management, problem management, and change management outside major incidents • Mentor team members and support incident response drills • Maintain operational readiness for potential outages • Strengthen 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, incident and problem management, 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, or experience in task coordination and IT project management concepts and tools • Ability to participate in an on-call rotation and work irregular hours supporting 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 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 follow detailed written policies, processes, procedures, and work instructions • Ability to produce high-quality incident reports, root cause analyses, playbooks, and process documents • Must obtain and maintain an in-depth Public Trust level 5 clearance • SSBI (T5) required • No U.S. citizenship required

🏖️ Benefícios

• Full-flex work week • 401(k) with company match • Comprehensive health and wellness packages • Internal mobility team • Paid education and certifications • Professional growth opportunities • Cutting-edge technology learning opportunities • Paid vacation and holidays • Medical, dental, and vision plan options • Health Savings Accounts • 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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