Major Incident Analyst II

Mass General Brigham • Somerville, MA

1d • Hybrid

About The Position

As a Major Incident Manager at Mass General Brigham, you will be at the forefront of high-stakes situations, leading rapid response efforts to restore essential systems across a 24x7, world-class healthcare environment when critical systems go down and patient care is on the line. This role involves coordinating cross-functional teams, driving action, and bringing clarity to chaos, all while ensuring the highest standards of care and safety are maintained. If you thrive under pressure, enjoy solving complex problems, and want your work to truly matter, this position offers a direct opportunity to make a significant difference. Your contributions will directly impact patient safety and quality of care, with no two days being the same as you solve real problems in real time. You will collaborate with diverse teams across a complex, mission-driven organization, continuously learning, improving, and strengthening systems.

Requirements

• A calm, decisive mindset in high-pressure situations
• Strong communication skills—you can translate technical chaos into clear direction
• Experience with Major Incident Management, IT Operations, or ITSM frameworks
• A passion for continuous improvement and teamwork
• Willingness to jump into a 24x7 on-call rotation
• BS/BA degree or equivalent combination of education/experience (experience can be accepted in lieu of a degree)
• Minimum 5 years prior experience in a business, technical application analyst, or application development role
• Experience with ITSM processes including Incident Management
• Ability to organize and facilitate discussions with a large group of contributors during high impact incidents
• Ability to multi-task, make sound judgments and prioritize activities in a fast-paced, high stress environment
• Possess strong interpersonal skills to effectively communicate with cross functional teams including staff at all levels of the organization
• Comfortable challenging information if the response does not fit the situation
• Technical breadth to be able to ask the right questions, collect the responses and set actions based on information
• Demonstrated analytical and reasoning skills to perform high level problem-solving
• Excellent communication skills—verbal and written
• Strong organizational skills
• Ability to learn and develop quickly
• Ability to successfully negotiate and collaborate with others of different skill sets, backgrounds and levels within and external to the organization

Nice To Haves

• ITIL Certification(s) a plus
• Experience as Major Incident manager preferred
• Experience in a large enterprise Operations Command Center or NOC environment highly desirable

Responsibilities

• Take charge during major incidents, coordinating cross-functional teams to restore critical systems quickly and safely.
• Act as the central hub of communication, ensuring everyone—from engineers to leadership—stays informed and aligned.
• Participate in a 24x7 on-call rotation.
• Step in confidently during high-impact situations and guide teams through resolution.
• Capture a clear, detailed timeline of events during each incident.
• Turn fast-moving situations into structured, accurate documentation once the dust settles.
• Track key metrics and define what success looks like for incident response.
• Produce KPIs and reports that help teams learn, improve, and respond even faster next time.
• Identify opportunities to improve processes and prevent future incidents.
• Contribute to IT Service Management practices including Incident, Problem, and Request Management.
• Train and support teams across Information Systems on Major Incident processes.
• Help build a culture of readiness, accountability, and continuous learning.

Benefits

• Competitive base pay
• Comprehensive benefits
• Career advancement opportunities
• Differentials
• Premiums
• Bonuses
• Recognition programs designed to celebrate your contributions and support your professional growth

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level