Electronic Health Record Sustainment Reliability Engineer

General Dynamics Information Technology•USA MD Home Office (MDHOME), MD

4d•$140,250 - $189,750•Remote

About The Position

GDIT has been supporting the IHS mission for over 20 years, providing integral services to enhance health access and availability for American Indians and Alaska Natives. This role is part of modernizing the EHR platform to improve data access, patient experience, and quality of care across numerous tribes, states, and medical facilities. The Incident & Reliability Lead will ensure effective management of incidents, service requests, and major incident response, while adhering to SLAs and maintaining system availability. This role involves driving cross-team coordination, overseeing service management tools and processes, and leading continuous improvement and client engagement. The position is fully remote, US-based, and requires obtaining and maintaining a Public Trust Level 5 clearance.

Requirements

Bachelor’s degree or equivalent combination of education and experience.
10+ years of experience - MUST have working in and/or managing the day-to-day operations of tasks in assigned program/project area including technical work, staff supervision, and incident management processes and procedures
Experience managing and/or participating in major incident response
Proficient in Microsoft Office Suite, specifically Word, Excel, PowerPoint, and Visio.
Experience with Oracle Health and EHR
Must be able to obtain and maintain a Public Trust Level 5 clearance. This includes background verifications and fingerprinting.
Ability to travel up to 25% of the year, if needed.

Nice To Haves

Ability to manage work in a variety of systems, including ITSM ticketing software
Preferred experience with Service Now, Oracle Remedy, or JIRA
Splunk, Zabbix, Tableau, AppSight System/Code, Citrix Edge Sight
Experience proposing and executing operational improvements to existing projects/programs
Task management experience and/or skills.
Excellent organizational and time management skills; ability to manage frequently changing priorities of competing importance.
Ability to communicate and interact effectively with internal/external teams including key partners and leaders
Ability to work independently with minimal supervision and within tight deadlines, following detailed written policies, processes, procedures, and work instructions.
Ability to produce high-quality documentation that contributes to the overall success of our program.

Responsibilities

Proactively respond to and resolve incidents and service requests, minimizing service disruptions and improving end‑user experience.
Collaborate with GDIT Delivery teams and Sustainment pillars to align overlapping tasks and provide technical expertise that drives process efficiencies.
Develop, track, and analyze key performance indicators (KPIs) across EHRM products and vendors to support system continuity and performance monitoring.
Utilize and refine service management tools and methodologies to improve tracking and management of incidents, requests, and operational activities.
Apply reliability engineering practices to enhance system availability, identify risks, and prevent failures that could impact program operations.
Monitor and validate system performance metrics, application crashes, code defects, application hangs and other issues with subcontractors to identify and resolve reliability concerns.
Evaluate workflows and technical processes to identify opportunities for optimization, implementing solutions that enhance efficiency and response capabilities.
Partner and communicate effectively with internal teams, client stakeholders, and subcontractor partners to support coordinated operational activities.
Execute tasks and deliverables in alignment with contractual requirements and program schedules.
Serve as a subject matter expert in problem management, providing expert technical consultation to internal and external partners.
Perform analytical and administrative tasks in support of program and contract operations as needed.
Contribute technical input to Weekly Status Meeting Minutes, Monthly Progress Reports, and Monthly Financial Reports.
Provide informal technical guidance and knowledge sharing to peers and junior team members when appropriate.

Benefits

Full-flex work week
401K with company match
Comprehensive health and wellness packages
Internal mobility team dedicated to helping you own your career
Professional growth opportunities including paid education and certifications
Cutting-edge technology you can learn from
Rest and recharge with paid vacation and holidays
Variety of medical plan options, some with Health Savings Accounts
Dental plan options
Vision plan
401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match
Variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave
15 days of paid leave per calendar year to be used for vacations, personal business, and illness
10 paid holidays per year
GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees
Short and long-term disability benefits
Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance