Major Incident Manager

General Dynamics Information Technology

. Lead Major Issue Management and support triage, incident, problem, and change management activities .

Posted 10/31/2026full-timeRemote • United StatesMid-LevelSenior💰 $102,000 - $138,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in incident management and problem resolution within healthcare IT environments, with a strong focus on maintaining system stability and data integrity. Proficient in leading cross-functional teams and communicating effectively with stakeholders to ensure timely incident response and operational readiness.

Highest-signal resume keywords

Incident ManagementITIL PracticesPATH (Oracle Cerner Millennium)ServiceNowHealthcare Systems

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementProblem ManagementIT TroubleshootingRoot Cause AnalysisData AnalysisTask CoordinationProject ManagementChange ManagementService Request DocumentationProcess Improvement

Soft Skills

Effective CommunicationDecision Making Under PressureTeam MentoringAdaptabilityCustomer Trust Building

Tools & Technologies

ServiceNowXMattersEMR PlatformsPACSHL7

Certifications & Qualifications

Public Trust Level 5 ClearanceSSBI (T5)

Industry Keywords

Healthcare ITFederal Contract ProgramsMission-Critical SystemsComplex IT Environments24/7 Operations

Tech Stack

Tools & technologies

OracleServiceNow

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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

Benefits

Comp & perks

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