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

Use this summary to align your resume positioning with the role.

Demonstrates expertise in incident management and problem resolution within healthcare IT environments, with a strong focus on maintaining system stability and operational readiness. Proficient in utilizing ITIL practices and enterprise incident management tools to enhance service delivery and client communication.

Highest-signal resume keywords

Incident ManagementITIL PracticesPATH (Oracle Cerner Millennium)ServiceNowHealthcare Systems

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Incident ManagementProblem ManagementChange ManagementRoot Cause AnalysisIT TroubleshootingData AnalysisDocumentation SkillsTask CoordinationProcess ImprovementOperational Readiness

Soft Skills

Effective CommunicationDecision Making Under PressureMentoringAdaptabilityTeam Collaboration

Tools & Technologies

ServiceNowXMattersEMR PlatformsHealthcare IT SystemsMonitoring Tools

Certifications & Qualifications

Public Trust Level 5

Industry Keywords

Healthcare ITFederal Contract ProgramsHL7PACSClinical Workflows

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 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

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 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

Benefits

Comp & perks

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